NexusTek ยท 2 days ago
Team Lead, NOC Engineer
United States
Full-time
Remote
Senior Level, Lead/Staff
$32/hr - $34/hr
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Hiring Manager
Alexis Spagnola
Insider Connection @NexusTek
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Responsibilities
Provide leadership, motivation, and mentorship to a team of NOC Engineers.
Manage the performance of your team in the areas of utilization, client satisfaction, and Service Level Agreements (SLAs).
Set performance goals, conduct performance reviews, and provide feedback to your team.
Identify training needs, develop training plans, and provide ongoing training and development opportunities for your team.
Help your team resolve customer issues by modeling excellent problem-solving, analytical, and troubleshooting techniques.
Serve as an incident manager (e.g. setting up bridge calls, documenting the problem, etc.) to drive resolution on critical incidents and client outages.
Escalate critical issues to appropriate technical teams as needed.
Provide root-cause analysis reports to internal stakeholders on recurring issues and incidents.
Generate regular reports on team performance, including metrics on incident resolution times, customer satisfaction, and team productivity.
Ensure high levels of customer satisfaction by providing timely and effective support.
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
Provide leadership, motivation, and mentorship to a team of NOC Engineers.
Manage the performance of your team in the areas of utilization, client satisfaction, and Service Level Agreements (SLAs).
Set performance goals, conduct performance reviews, and provide feedback to your team.
Identify training needs, develop training plans, and provide ongoing training and development opportunities for your team.
Help your team resolve customer issues by modeling excellent problem-solving, analytical, and troubleshooting techniques.
Serve as an incident manager (e.g. setting up bridge calls, documenting the problem, etc.) to drive resolution on critical incidents and client outages.
Escalate critical issues to appropriate technical teams as needed.
Provide root-cause analysis reports to internal stakeholders on recurring issues and incidents.
Generate regular reports on team performance, including metrics on incident resolution times, customer satisfaction, and team productivity.
Ensure high levels of customer satisfaction by providing timely and effective support.
Preferred
Foundational IT knowledge
Basic networking concepts
Windows OS
Familiarity with ticketing systems
ITIL Foundation
Benefits
Four weeks of annual accrued PTO
Seven paid national holidays
Medical, dental, vision options
Company-paid life insurance, short and long-term disability
Voluntary benefits such as critical illness and accident
Voluntary Legal Shield and identity theft protection
Discretionary annual 401k match plan
Generous employee referral bonus plan
Employee Assistance Program
Access to over 90,000+ courses in ADP My Learning
StandOut employee engagement tools
Eligible to apply for a Pluralsight license
Eligible to apply for NexusTek Technical Academy or Leadership Academy
Company
NexusTek
Delivering business outcomes with IT solutions that optimize, grow, and secure your business.
Founded in 1996
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
A&M Capital Strategic InvestmentsLightview Capital
2023-05-16Private Equity
2017-12-13Acquired
2014-09-11Private Equity
Leadership Team
Hamilton Yu
Chief Executive Officer
Chris Wheeler
Chief Financial Officer
Recent News
2024-11-21
The Business Journals
2024-05-21
Company data provided by crunchbase
