Network Support Supervisor (Remote)

Network Support Supervisor

Please see question and Answer section for you to review and fill out

Job Summary:
Manages the floor operations; (a) timely response to escalated service issues from customers / clients, (b) monthly review of schedule to ensure alignment with service levels, (c) optimizing productivity of Leads and support agents. This role reports to the Network Support Account Manager.

Essential Job Functions and Responsibilities:
• Call Volume
o Real-time queue management to ensure the Support agents answers according to SLAs.
o Agent schedules are mapped closely with call volume patterns
o Manages periods of inadequate service levels including recovery plans are in place.

• Support Tickets
o Ensure high priority support cases are assigned, escalated and followed up with, with urgency and a high degree of customer care and support.
o Manage cases daily in accordance to severity, age, and push for resolution, and reduction in pending cases.
o Conduct follow ups with Team Leads to ensure clients are being updated on cases.
o Handle escalated calls from agents.
o Participate in the research of full root cause analysis from OOPS and follow through with the outcome.

• Productivity
o Communicate with Team Leads and NOC trainer focusing on training/coaching areas to increase productivity and ensure alignment on processes
o Manage and track productivity. Daily actions are taken to identify areas of productivity improvement.
o Ensure Team Leads are clearly aware of productive goals.

• Dashboard
o Metrics are being reviewed and tracked on dashboard.
o Unfavorable variances in cases and call volume to dashboards are being managed and communicated to the management team.
o Dashboard metrics are being communicated to the support agents.
• Reviews Weekly Reports sent by the leads for the individual team performance.
• Manage Team Sanctions and Deviations
• Do Call Assessments and Ticket audits
• Conduct Monthly Quizzes
• Weekly Schedule Creation
• Account Specifics Training
• Performance Evaluation
• Backup for Manager's tasks
• Strives for 90% resolution of customer questions and requests on first call.
• Ensures excellent customer service experience with strong interpersonal skills, empathy and patience.
• Demonstrates sufficient composure to remain respectful and diffuse angry, stressed, or frustrated customers.
• Ability to make creative leaps in reasoning when the application of logic fails to produce a satisfactory resolution.
• Assist with customer reporting on high profile brand accounts (i.e. Hilton, Marriott, Montage)
• Consistently integrates PCS’s core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully.
• Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility, and quality performance.
• Other miscellaneous duties as assigned by?management.

Knowledge/Skills/Abilities:
- Excellent telephone, verbal, and written business communication skills
- Conflict resolution and problem-solving skills required.
- Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner.
- Highly detail oriented, organized and process focused with ability to multi-task.
- Ability to mentor and assist other support agents.
- Ability to think logically, creatively and with a high level of critical thinking.
- Models’ positive behaviors and display high integrity.

Required Qualifications:
• One-year technical school or equivalent
• 2-3 years of experience in leadership
• CTC Tier 2 Certified
• Completed CTC Leadership Training

Ideal applications include
• Any Nomadix, Aruba Networks, Cisco, Ruckus Networks experience



Please fill out the following q Questions and Answers


Here’s a list of questions about network troubleshooting practices for Cisco networks:

### **General Approach to Troubleshooting**
1. What is your step-by-step approach when troubleshooting network issues on Cisco devices?
2. How do you prioritize issues when multiple network problems occur simultaneously?
3. What tools and software do you rely on for diagnosing Cisco network issues?
4. How do you document troubleshooting steps and resolutions for future reference?
5. How do you ensure minimal downtime during troubleshooting?

### **Cisco-Specific Knowledge**
6. How familiar are you with Cisco IOS commands and configuration? Can you give examples of commonly used commands?
7. How do you handle cases of incorrect routing or switching configurations on Cisco devices?
8. What’s your approach to troubleshooting VLAN and trunking issues?
9. How do you diagnose problems related to Cisco access control lists (ACLs)?
10. How do you address performance issues related to Cisco routers and switches?

### **Network Performance and Security**
11. What steps do you take to identify and mitigate latency or bandwidth bottlenecks in Cisco networks?
12. How do you detect and respond to network security incidents, such as DDoS attacks or unauthorized access attempts?
13. How do you ensure compliance with Cisco network security best practices?
14. What is your experience with Cisco firewalls (e.g., ASA or Firepower)?

### **Advanced Troubleshooting**
15. How do you approach troubleshooting complex protocols, such as OSPF, BGP, or EIGRP, in a Cisco network?
16. What’s your process for diagnosing hardware-related issues with Cisco devices?
17. How do you troubleshoot issues in a Cisco VoIP or Unified Communications setup?
18. Can you explain how you identify and resolve QoS (Quality of Service) misconfigurations?

### **Monitoring and Maintenance**
19. What proactive measures do you take to monitor Cisco network health?
20. How do you ensure proper logging and alerting mechanisms are in place for Cisco devices?

### **Team Collaboration and Leadership**
21. How do you guide team members in troubleshooting complex Cisco network problems?
22. How do you ensure that the team stays updated on the latest Cisco technologies and troubleshooting techniques?
23. Can you share an example of a challenging network issue you resolved and the lessons learned?

### **Cisco-Specific Tools and Resources**
24. How do you utilize Cisco's TAC (Technical Assistance Center) for troubleshooting?
25. What role do tools like Cisco DNA Center or SolarWinds play in your troubleshooting workflow?