Technical Support Supervisor at SymplyFi

Atlanta, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Mar, 26

Salary

65000.0

Posted On

07 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Network Connectivity Troubleshooting, Ticket Management, SLA Enforcement, Team Leadership, Mentoring, Documentation, Troubleshooting, IP Protocol, DHCP, DNS, WiFi, VLANs, Ethernet Cabling

Industry

IT Services and IT Consulting

Description

SymplyFi is currently seeking a full-time technical support supervisor. The Technical Support Supervisor is responsible for assisting the manager by leading daily operations of the technical support team and ensuring the delivery of high-quality technical support to our customers. The role actively oversees the timely resolution of incidents and support requests, manages ticket queues and ensures adherence to service level agreements (SLAs). This is a hands-on technical support role and requires an individual with a technical IT background. Your typical day will include supervising the activity of the team, actively managing the support ticket queue to ensure SLAs are met and providing technical support to clients as needed. The ideal candidate for this position will have excellent customer service skills, end-user network connectivity troubleshooting experience and 3 years as a technical supervisor or technical team lead. You will supervise a team of 5 support analysts and report to the manager of Technical Operations. Responsibilities - What you will be doing working with us Work full-time onsite, in the office supervising a support team that provides 24/7 coverage Actively manage the technical operations team ticket queues to ensure SLAs are met Provide hands-on supervision and technical support mentoring for the helpdesk team Follow documentation & workflow procedures to troubleshoot, resolve or escalate technical support issues. Remotely troubleshoot network and application issues with customer end-user devices including POS, Windows/MAC PCs, tablets and VoIP phones. Develop KB articles and maintain our problem resolution knowledgebase. Requirements Experience & qualities we expect you to have 4 Years of IT technical support experience 4 years of experience using and managing common helpdesk and business software applications 3 years of IT supervisor or technical team lead experience 3 years of experience managing ticket queues and enforcing SLAs 3 years of experience troubleshooting issues with end-user Internet connectivity, PC networking and WiFi Working knowledge of common IP Protocol and ports, IP addresses, IP subnetting, MAC Addresses, ARP, DHCP, DNS, WiFi, VLANs & Ethernet cabling A positive, outgoing & service oriented disposition - enjoys working on a team and supporting diverse customers over the phone. A passion for leading, training, and mentoring others Bachelors degree or alternatively 6 years of continuous professional work experience Experience we would like but is not required Experience in the restaurant, hospitality or retail industry Experience with retail technologies like POS systems and Online Ordering Benefits Full-time salaried position with PTO & paid holidays $65,000 annual salary 401K, Medical, Dental & Vision coverage Life and Disability insurance Small, stable company where you can have direct impact Fast pace, growth oriented environment

Responsibilities

The Technical Support Supervisor will lead daily operations of the technical support team and ensure high-quality technical support delivery. Responsibilities include managing ticket queues, supervising team activities, and providing hands-on technical support as needed.