A Great Place to Work!
The culture at MegaPath is being reinvented everyday. With each new face that joins our team comes new ideas and energy that has produced an entrepreneurial, collaborative and energetic atmosphere. At MegaPath, we promote independent thinking and teamwork. Each employee has the opportunity to make a difference each and every day. We like to work hard and achieve results in this competitive environment. We also encourage our employees to maintain a good work-life balance.
We are very customer focused. We believe in responding to customers quickly and positively because we do not exist without them. We believe in having honesty and integrity in our daily operations. We strive for excellence. Our customers entrust us with their most precious information and we see it as our mission to protect it.
Are you seeking a career with a company that is at the forefront of changing the way organizations buy and use communications services? Are you interested in working for a winning team that values individuals? To learn more about the opportunities at MegaPath, begin your search here.
MegaPath is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, or national origin.
Employee Benefits
MegaPath strives to provide its employees with a productive and balanced work environment. With competitive pay, a complete benefits package and good work-life balance, MegaPath knows that happy and energetic employees are a competitive advantage.
Full time employees are eligible for a competitive benefits package that includes:
- Medical, Dental and Vision Plans
- 401(k) Plan
- Flexible Benefits Accounts
- Short and Long Term Disability
- Life Insurance
- Stock Options
- Vacation and Sick Time
- Company Holidays
- Employee Assistance Program
Available Positions
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Supervisor, Technical Support Services
Last Updated: August 09, 2010
REGULAR, FULL-TIME POSITION LOCATED IN PLEASANTON, CA
REPORTS TO: Manager, Technical Support
GENERAL
PURPOSE:
Candidate will be responsible for providing direction and guidance to ensure optimal productivity and quality. Accountable for team productivity and service level delivered on all applicable channels of support (phone, web, e-mail, etc.).
ESSENTIAL DUTIES / RESPONSIBILITIES:
WORKLOAD MANAGEMENT
• Enforce group goals and modify as needed to ensure the team performs and continues to perform at peak levels
• Work with executives, directors, and managers on interdepartmental escalations to ensure timely response and customer satisfaction
• Serve as the primary management point of contact for technical support specialists, including fielding management level escalations from the floor
• Work with department supervisors and managers on process analysis, training, and improvement needs to establish clear operational guidelines for the department.
• Provide real time Group status / data updates to director
PEOPLE MANAGEMENT
• Work with the team to develop innovative and efficient solutions under adverse conditions, with limited resources in a dynamic environment
• Work closely with director to roll out department, group and team improvements/ changes to ensure that all team members are well informed and understand the reasons for change.
• Provide team guidance in all areas of the Technical Services group to ensure all tasks are handled efficiently and appropriately.
• Address employee issues (tardiness, absences, performance) to ensure all team members are aware of position expectations and team impact of individual behavior.
• Take disciplinary actions and provide Performance Improvement Plans when needed (verbal and written) to enforce team goals.
• Coach employees as needed to improve performance and meet department standards.
• Responsible for scheduling and timesheet duties for the department.
EDUCATION AND EXPERIENCE:
o High School Diploma or GED plus 3 years senior level experience in a network/internet support center required. Additional experience and education a plus
KNOWLEDGE, SKILLS, AND ABILITIES:
• Ability to identify and resolve all support issues that may arise including: Turn-ups, Bring-ups, DSL line/LAN/WAN troubleshooting, IP requests, Domain transfers, zone creation and editing.
• Ability to answer any questions that may arise about products and services.
• Extensive understanding of DNS procedures and troubleshooting.
• Advanced knowledge of TCP/IP routing and subnetting
• Ability to recognize and pinpoint issues quickly for speedy resolution. Creative problem solver
• Possess excellent knowledge retention with the ability to coach and train as needed
• Strong leadership and interpersonal skills
• Self-motivated individual with high integrity
• Industry expert
• Excellent communication skills, both written and verbal
• Strong planning, analysis, attention to detail and follow through skills
PHYSICAL REQUIREMENTS:
- Constant computer typing and mousing
- Near constant sitting at workstation
- Use of telephone with or without headset
SUPERVISORY RESPONSIBILITIES:
See Essential Duties and Responsibilities for details
ENVIRONMENT:
General Office Environment; cubicle; fast-paced; can be noisy
Please email your resume in word format (Subject: Supervisor, Technical Support Services) to jobs@megapath.com if you are interested and meet the requirements
of the position.
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