General Summary of Position:
- This role requires managing a team of network technicians and engineers who are responsible for monitoring, troubleshooting, and resolving network issues as they arise.
- As a NOC Supervisor, you will be responsible for ensuring that your team is meeting established SLAs and adhering to standard operating procedures for incident response, problem management, and change management. You will also be responsible for monitoring the performance of the network and proactively identifying potential issues before they become major problems.
- To be successful in this role, you should have a strong technical background in networking, with a thorough understanding of networking technologies, protocols, and architectures. You should also have excellent leadership and communication skills, with the ability to motivate and manage a team of technical professionals in a fast-paced, high-pressure environment.
- The position will require strong organizational skills to effectively case manage critical issues from account management and customers to provide excellent communication and leave customers confident in Granite’s support.
Duties and Responsibilities:
- Supervision and oversight on a team of NOC technicians under the Networking, Security, or Voice Applications practice.
- Being available and approachable to direct reports
- Monitoring and enforcing team goals and performance objectives
- Assessing and improving intra-departmental workflow
- Developing internal talent and training processes
- Providing coaching and actionable feedback to reports
- Escalating and communicating at a high level with customers and varying levels of Granite management
- Approving time cards and other time keeping functions
- Identifying areas of improvement and creating growth plans
Required Qualifications:
- Ability to effectively multi-task and delegate
- Proven and effective leadership skills
- Aptitude for learning and adapting to new support procedures and processes
- Excellent communication skills and grammatical aptitude
- 1-2 years of experience leading/supervising/instructing
- Ability to work cooperatively and complete tasks as assigned
- Strong background in networking
- Bachelor’s Degree
- Ability to qualify for P2 Public Trust Security Clearance
Preferred Qualifications:
- Strong understanding of industry equipment and operating systems including but not limited to: Fortinet, VeloCloud, Juniper, Cisco/Meraki, AdTran.
- 2+ years Telecommunications industry experience
- 2+ years technical troubleshooting background
- Experience working in a high-demand proactive response environment
- Experience working with the Connectwise Manage CRM tool
- CCNA certification
- Project management experience
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