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The Cloud Services Team Supervisor is responsible for supervising a team of technicians including the Cloud Services Technician, Cloud Services Specialist, and Rapid Response Engineer.  This person will Supervise the team to provide helpdesk end-user support, and Server and infrastructure support for small to enterprise sized clients with complex issues in various Microsoft products, as well as other technical hardware and software issues. Additional duties include diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site and logging tickets into our ticketing database to track time and facilitate tactical report generation.

Responsibilities and Authorities:

The responsibilities and authorities stated below are subject to established policies.

  • Manage the team members
  • Manage the resolution of tickets
  • Communicate with customers for issues that may be caused from ticket resolution
  • Manage customer equipment for storage, building and deployment
  • Manage scheduling of Cloud Services Team members
  • Must be self-motivated and work well in a team environment
  • Excellent customer service skills
  • Excellent communications skills, including the ability to translate complex technical terms and concepts into layman’s terms
  • Some weekend work may be required on occasion, so must have ability to occasionally work remotely updating servers

Relationships:

  • Reports to the Cloud Services Manager
  • Interfaces with Sales / Project Engineers / Rapid Response Engineers / Cloud Service Technicians / Cloud Services Specialists
  • Frequent, daily interaction with SBS customer base

Position Specifications:

  • 1 to 3 years’ experience in a technical support role
  • At least 3 years’ experience in a remote technical support role
  • Experience with current Windows Desktop operating systems required.
  • 1 to 3 years supervisor experience in a technical role
  • LAN/WAN and basic network troubleshooting and problem solving preferred.
  • Familiarity with email server and spam filtering technology preferred.
  • Must have exceptional communications skills.
  • Must be energetic, self-motivated and work well in a team environment
  • Ability to work remotely as needed
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