Edgeworth Security · 7 hours ago
Director of Technical Support
Coraopolis,PA,US
Full-time
Onsite
Lead/Staff, Director/Executive
$110K/yr - $120K/yr
5+ years expEdgeworth Security is a full-service security firm that specializes in modern security solutions. The Director of Technical Support is responsible for leading a team to provide exceptional customer service by managing technical support issues and ensuring effective ticket resolution.
ConsultingHomeland SecurityPhysical SecuritySecurity
Responsibilities
Oversee technical support for clients, supervising a team responsible for resolving daily tickets through effective ticket assignment, delegation and appropriate escalation
Demonstrate a consistent commitment to customer service through effective ticket resolution, proactively anticipating customer needs, and working with internal teams to ensure complex and/or escalated issues are resolved
Embody the Edgeworth’s brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners
Seek to overcome challenges and accept failure as an opportunity for improvement
Set clear team schedule, goals and expectations
Delegate tasks and set deadlines
Utilize Salesforce to manage team performance and report on metrics
Perform regular ticket audits to recognize success and identify opportunities for improvement
Participate in the interview process to vet qualified team members
Listen to team members’ feedback and resolve issues or conflicts in a timely manner
Appropriately load balance by assigning tickets to the appropriate talent, ensuring timely completion and opportunities to learn and grow
Identify team member development needs and coach accordingly
Provide new hire training and participate in 60 & 90 Day Introductory Evaluations
Recognize high performance and reward accomplishments
Qualification
Required
3+ years experience managing staff of greater than 10 people
5+ years experience in a technical support, helpdesk, network support position
Strong analytical skills, initiative, and the ability to work under pressure
Detail oriented and organized approach while working in a ticketing system
Technical knowledge in Windows & Linux Operating Systems
Technical knowledge in Camera Systems (Cloud, NVR, Hybrid, etc)
Technical knowledge in Security Applications (SentinelOne, Ironscales, Sublime, etc)
Technical knowledge in Network protocols (TCP/IP, DHCP, DNS, etc.)
Technical knowledge in VPN technologies (L2TP, IPSec, Zero Trust, etc)
Technical knowledge in Networking and configurations (Switching, routing, firewalls)
Technical knowledge in Mobile Device Management administration
Preferred
Preferred certifications include CompTIA A+, Network+, CCNA, CMNA, and/or UFSP
Bachelor's degree in computer science, Information Security, or a related field is valued but not required
Benefits
Top-tier compensation
Full-time, non-exempt hourly with full benefits (medical, dental, vision, life insurance/AD&D/short-term and long-term disability, 401(k) matching)
Training & Education Assistance
Paid Time Off (PTO)
Company
Edgeworth Security
Defend. Deter.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Alex Taylor
Chief Financial Officer
Brian Bucholtz
Channel & Referral Partner Director
Recent News
2022-04-03
Company data provided by crunchbase