Technical Support Manager

Pittsburgh, Pennsylvania | Direct Hire

Post Date: 05/17/2017 Job ID: 14635 Industry: HELP DESK

Technical Support Manager
Pittsburgh, PA

We have an opening in Pittsburgh, PA for a Technical Support Manager. The ideal candidate will have a Bachelor's Degree, 3 or more years of experience providing technical support and a background managing a team or technology projects.

Technical Support Manager Duties and Responsibilities 

  • Provides technical support to customers  
  • Ensures that all customer support requests are handled in a timely, consistent and accurate manner.  
  • Codifies common issues into documented or scripted processes.
  • Works with engineering management to improve support processes and accuracy.   
  • Works with the sales team to update customer support contract status
  • Escalates relevant technical support issues to engineering management
  • Works with upper management to schedule engineering resources and create customer deployment plans for escalated support issues.
  • Oversee and lead software upgrades for customers, when required.

Technical Support Manager Requirements

  • Bachelor's Degree in Computer Engineering or Computer Science preferred. Industrial Engineering, Information Science or Business degrees considered. 
  • 3 years’ experience in providing customer technical support of business applications.  
  • Knowledge of computer networking concepts (Wired and wireless TCP/IP networks).
  • Experience with relational databases.
  • Experience with Microsoft operating systems and software, including installation, networking configurations and settings.
  • Experience with virtualization technologies (VMWare, qemu, VirtrualBox, LXC, Docker).
  • General knowledge of programming (Java, Python), programming concepts and source control (Git).
  • Excellent written and communications skills.  
  • Ability to work independently in a varied, and fast-paced environment. 
  • Previous experience managing a team and/or managing technology projects preferred
  • Ability to provide 24x7, 365 days support as required
  • Ability to travel to client sites as required

 

Technical Support Manager - 14635

 

 

Autumn Pawelec

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