The Technical Support manager is a hands-on technical team lead responsible for providing infrastructure management, monitoring and end-user technical support for the SymplyFi platform.
You will lead a technical support team that is responsible for proactive monitoring, detection and resolution of customer store infrastructure issues.
Additionally, the team is responsible for inbound support requests and issue resolution related to customer POS, store network infrastructure and end-user computing devices.
Our ideal candidate will have 5 years of experience working in a technical IT role with 3+ years as a support team lead, team supervisor or manager.
PLEASE NOTE: This is not a remote position, the position is onsite in our mid-town Atlanta office.
RESPONSIBILITIES - What you will be doing working with us
- Hands-on team supervision and issue resolution of customer store technology and end-user support issues
- Active support queue management including ticket prioritization, issue assignment and issue resolution
- Ensure timely resolution of escalated support issues by coordinating with engineering managers
- Develop and maintain IT support process documentation, problem resolution knowledgebase and KPIs
- Serve as the Voice of the Customer to ensure chronic issues are identified and resolved quickly
- Recruit and retain talented techs within your team
- Manage a 24/7 technical support team including after-hours on-call support
RequirementsThe following is the minimum experience required for this position
- 5 years of hands-on technical IT experience in a professional business environment
- 3 Years business-to-business technical support or Helpdesk management experience
- 3 years of experience creating, implementing, and enforcing IT support policies and procedures
- 3 Years experience configuring and managing an IT Helpdesk ticketing system
- 2 years of hands-on experience with general network routing and network switching concepts (IP addresses, subnets, default gateway, ARP, MAC address, DNS, TCP/UDP, Firewalls, Access Points etc)
- Bachelors degree or alternatively 8 years of continuous IT industry related experience
- Ability to work onsite in our midtown Atlanta office.
Experience we would like you to have - but that is not required
- Experience working in a Managed Services Provider environment
- Experience in the restaurant or retail industry
- Experience with retail / restaurant POS systems
- Linux CLI experience at a technical level
- Multi-lingual (English + Spanish)
BenefitsWhat you will get from us
- Full-time in-office salaried position with paid holidays
- $80,000 annual salary
- Medical, Dental & Vision coverage, 401K
- Life and Disability insurance
- Flexible small company environment where your voice matters
- Fast pace, growth oriented environment
