Vacancy caducado!
- Manage a team of technical support and field service experts to analyze equipment issues, identify solutions and execute deployment of solutions and resolutions.
- Track quality level of video surveillance equipment (cameras, audio alarm devices, NVRs, switches, routers, appliances) on a site-by-site basis and improve SLAs through systematic changes
- Work with Engineering to standardize equipment configuration, maintain data and network security across configurations, and make recommendations for improving serviceability
- Identify recurring quality issues and long-term solutions for these issues through equipment, software or process changes
- Work with Sr. Management to create a set of Key Business Objectives related to this role and put in place initiatives to meet these objectives
- Report on operational SLAs, KBOs and work status as needed to upper management
- Mentor and motivate the technical team to maximize team output
- Ensure compliance with all company policies and procedures when performing job duties
- Document lessons learned, best practices and new procedures for company-wide distribution
- Team Management - 50%, Technical Analysis & Hands-on Technical Work - 30%, Stakeholder Management & Reporting - 20%
- Bachelors/Master’s degree in engineering, preferably with a specialization in electronics, computer science or associated disciplines
- 5 years of experience managing a technical support operation and/or field services team
- Core technical skills:
- TCP/IP networking, network security, configuring LAN/WAN connectivity including provisioning IP and ports, establishing NATs, configuring routers and switches
- Configuring internet connectivity between on-premises devices and cloud infrastructure, particularly VPNs
- Experience with IP cameras is a plus
- Scripting skills (Perl / Python or similar) will be an advantage
- Demonstrated ability to manage programs/projects to completion - effort estimation, planning and resource allocation, prioritization, and tracking.
- Experience using project management tools such as Wrike or Asana will be an advantage
- Proficient in managing technical and field service personnel including skill assessment, recruiting, task allocation, mentoring, coaching and performance management
- Prior experience working with an offshore team a plus