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Spectrum · 8 hours ago

Business Technical Support Lead, Spectrum Business

Orlando, FL

Full-time

Onsite

Mid, Senior Level

1+ years exp

Spectrum is a company providing modern enterprise technology solutions for major brands. The Business Technical Support Lead will lead a team of technical support professionals, resolve escalated technical issues, and manage ticket workflows to ensure compliance with system standards.

Digital EntertainmentInternetTelecommunications

No H1B

Responsibilities

Resolve escalated issues that are more complex and require technical expertise

Communicate with technical support teams and leadership during active events or outages to transfer technical and logistical details

Resolve open issues through daily review, communicating ticket statuses to clients and enforcing compliance of system standards

Manage the ticket workflow to ensure appropriate routing, MTTR objectives and client communications

Train new team members to support ACD by functioning as a standby agent

Qualification

Technical support experienceFiber-based networkingLAN/WAN operational experienceLAN/WAN topologiesTicketing toolsMicrosoft OfficeCisco certificationCCNAJNCIATroubleshooting skillsPeople managementEnglish communicationOrganizational skillsCollaboration skills

Required

One or more years of technical support experience in a 24/7/365 operations or call center environment

One or more years of experience working with fiber-based networking or managed services

One or more years of experience working in LAN and WAN operational environments

Bachelor's or associate degree in a technical field or equivalent experience

Knowledge of LAN/WAN topologies, OS integration and networking concepts and technologies

Advanced understanding of ticketing, fault management, performance management and configuration management tools

Proficient in Microsoft Office

Skilled in troubleshooting a wide range of technical issues

Prioritization, organizational, collaboration and English communication skills

Thrives under pressure while making decisions independently

Preferred

Cisco or Juniper certification or equivalent

Experience as an Enterprise Technical Support II or III

CCNA or JNCIA

People management experience

Benefits

Comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life

Company

Spectrum

Glassdoor3.3

Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.

Founded in 1989

Stamford, Connecticut, USA

10001+ employees