Job Description

Company Description

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.


As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.


The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.


We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program"."


We combine incredible growth with the stability of a privately held, diversified, and debt free company. We work hard, play hard, celebrate our successes and pursue our goal of delighted customers with relentless passion.


Our experienced leadership team supports a vibrant and entrepreneurial corporate culture, giving you the chance to use your talents to make a real difference. At AireSpring, you'll work alongside other smart and dedicated people to solve business and technology challenges while delivering excellent service to all of our customers.


A Unique Opportunity:


AireSpring is committed to delivering exceptional user experiences through intuitive and visually appealing customer portals. We are seeking a talented, entrepreneurial Digital Product Manager to join our team and lead the portal evolution of our new AI based ITSM customer portal, enhancing the usability and aesthetics and effectiveness of this revolutionary, industry leading customer-facing platform.



Primary Responsibilities:

• Managing daily security and SD-WAN operational activity, such as but not limited to:
+ Lead and coach the Tier 2 security and SD-WAN group that primarily deald with complex enhanced data services, such as Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Meraki security/SD-WAN/LAN/WAN/Wi-Fi.
+ Complete annual and ad hoc personnel performance evaluations.
+ Train and educate personnel on trouble ticket resolution, communication, ticket prioritization, and follow-up improvement opportunities.
+ Organize and host weekly or bi-weekly training sessions with specifically selected personnel to ensure all technicians can perform to the required standard, and to ensure they maintain existing, or gain new, industry certifications.
+ Ensure that established processes, procedures, policies, troubleshooting/resolution guides, and troubleshooting/resolution walkthroughs are followed.
+ Identify documentation that is required but not present, or requires an update, and assign resources for its completion.
+ Apply continual oversight to all open trouble tickets assigned to Tier 2 security and SD-WAN technicians, throughout the ticket life cycle, to ensure:
- Timely interaction takes place
- Ticket resolution is achieved in an appropriate amount of time
- Communication is detailed, frequent, informative, and correct
- Customers and agents are pleased with the outcome and level of engagement
- Detailed and correct root cause data is gathered, per ticket, which is critical information that assists AireSpring in improving the customer experience on a go-forward basis and to eliminate, reduce, or shorten, future similar or related tickets.
+ Review individual and overall key performance indicators, SLAs, SLOs, and provide corrective actions to remedy deviations prior to becoming problems.
+ Assist technicians in their ongoing work on open trouble tickets with the goal to improve the customer experience and reduce the duration of the ticket.
+ Identify patterns where ticket activity can be eliminated or reduced via education, training, improved or additional documentation, process changes, and/or tool enhancement.
+ Act as the primary escalation point of contact for issues raised beyond the technician level and own a timely path to resolution and communication related to the escalation.



Qualifications

Position Requirements:

• 3+ years of experience as a NOC or repair supervisor at a large 24x7 MSP/ISP that offers Internet, networking, security, and SD-WAN via a multitude of carriers and circuit types (mobile wireless, satellite, fixed wireless, DoCSIS, DSL, TDM, fiber/copper Ethernet).
• 4+ years of experience as a senior NOC or repair technician that individually resolved Internet, networking, security, and SD-WAN service issues.
• Demonstrable understanding of the OSI layers and troubleshooting techniques across them for all applications/services.
• Educator/mentor skills to provide assistance and support to technicians that may require guidance on open tickets.
• Verbal and written skills to provide an outstanding level of education, support, compassion, and technical guidance to customers and agents on open tickets.
• Hands-on experience and technical certifications with Fortinet FW/SD-WAN/Wi-Fi/switches, Velo/VMware/Broadsoft SD-WAN, Cisco Meraki routers/switches/Wi-Fi, PEPlink and/or BEC mobile wireless routers and modems, and finally CLI-based BGP/OSPF/VLANs/AAA/security routing and switching on Cisco, Adtran, and Fortinet devices.
• 3 years of experience modifying monitoring and ticket platforms with the goal of optimizing notification and handling processes and intervals.
• Utilize SNMP, ICMP, scripts, API, closed portals, vendor OSS/BSS platforms, Syslog, RADIUS logs, SNMP alerts, and TACACS logs to improve the customer experience, as well as to improve Tier 2 event awareness and performance.
• Proven ability to continually inspire and educate technicians.
• Demonstrable history, focus, and mastery on the items outlined in the above "responsibilities" section.



Additional Information WHAT THIS COMPANY OFFERS YOU:

• Medical Benefits with optional supplemental services through AFLAC
• Paid Time-Off Plan
• Paid Holidays
• 401K with employer match
• AT&T Discount on personal mobile plan