Technical Support Supervisor-Alaska
AP&T is seeking a Technical Support Supervisor in any of our Alaska locations.
Technical Support Supervisor
This position will supervise 1-2 technical support employees and manage the outsourced
company that helps provide 24/7 technical support for AP&T customers. This is a working
position that will provide customer technical support as needed, especially the more difficult
trouble tickets. This position is responsible for managing trouble tickets across the Telecom
side of the AP&T operation. Regular review of tickets is necessary to ensure they are being
resolved or escalated in a timely manner.
Job Duties and Responsibilities:
Develop and implement procedures and best practices for the technical support
Work with other departments to understand technical support needs and develop solutions
that meet their requirements
Handle escalated customer complaints and technical issues.
Collaborate with other departments to resolve complex customer problems
Provide courteous and responsive technical support for AP&T customers
Identify and troubleshoot internet connectivity or email related issues
Troubleshoot Wireless Broadband and Wi-Fi Hotspot Service
Provide coaching and training to technical support staff (internal and externa), technicians
and customer services representatives on updated support process
Support local technicians and customer service representatives
Basic Admin Support
Ship equipment as needed
Other duties as assigned
Ensure all activities comply with industry regulations and company policies
Candidate Qualifications Required:
High School Diploma or GED is required
Understanding of enterprise networking equipment
Demonstrated ability to troubleshoot network issues over the phone
Understanding of Telecom Networks and associated protocols
Troubleshooting skills and the ability to diagnose and resolve network
Excellent customer service skills
Excellent communication and interpersonal skills
Strong organizational and time management skills
EEO Employer/Vets/Disabled and Drug and Alcohol-free workplace
Candidate Qualifications Desired:
Network+ or equivalent certificate
5+ years related experience working with troubleshooting LAN’s and WiFi networks
5+ years’ experience in a Customer Service-related position
4-year degree in related field
Supervisory experience
Physical Requirements:
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job
Employee must maintain a constant state of mental alertness at all times. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions
Essential and marginal functions may require maintaining physical condition necessary for
bending, stooping, sitting, walking or standing for prolonged periods of time; most of time
is spent sitting in a comfortable position with frequent opportunity to move about. Work is
mostly performed from a sedentary posture
The employee is regularly required to hear, talk, sit and use hands and fingers to operate a
keyboard and phone
The employee may be occasionally required to reach with hands and arms and lift, handle, or
move objects weighing up to 40 pounds. Specific vision abilities required by this job include
close vision, distance vision, peripheral vision, and the ability to adjust vision.
The pay for this position is $65,000.00-$75,000.00 annually and is DOE. AP&T offers a
generous benefit package including (but not limited to) medical, dental, vision, 401K, (plus
more) a $5000.00 annual medical travel reimbursement, up to $125 annual medivac
insurance reimbursement and employee stock ownership options. $200.00 in company
logowear. Recognition of our employees is important to AP&T's values. We like to
continuously show appreciation and recognition within our teams. AP&T is a small nonunion, employee-owned utility serving over 40 Alaskan communities and villages.
For more information about our organization, please visit https://
www.aptalaska.com Interested?
Apply online at: https://aptalaska.workbrightats.com/jobs/1212860-176045.html
Interested in careers with AP&T? Click here: https://www.aptalaska.com/careers