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Network Support Lead Engineer
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- Working as a subject matter expert leading the network support team members, operate with a strong sense of urgency, ownership, and customer service, proactively setting expectations to effectively resolve cases and regularly update customers on the status of their open tickets.
- Working as a subject matter expert, performing with a strong sense of urgency, ownership, and customer service , lead the network support team members , proactively set expectations to effectively resolve cases and regularly update customers on the status of their open tickets.
- T roubleshoot all aspects of service delivery to include endpoint, device provisioning, LAN and WAN connectivity and associated protocols/services such as ARP, DHCP, FTP, CDP/LLDP, etc.
- Note: Each Lead Support Engineer position will be assigned a specific product - BroadSoft, NEC, Mitel, HSIA, Video , etc.
- Create , track, and evaluate productivity goals and metrics, effectively addressing unfavorable variances within the team (i.e., open tickets , aging cases, NPS , CSAT , etc
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