Business Technical Support Lead

Seeking a role where your technical expertise and leadership abilities can directly drive client satisfaction and operational excellence? As a Business Technical Support Lead at Spectrum Business, you will ensure front-line support teams deliver seamless client service while guiding technical resolutions for escalated issues. Your efforts will empower both colleagues and clients, shaping the quality and reliability of Spectrum Business’ enterprise solutions. 

• Guide and mentor front-line technicians, providing subject matter expertise and supporting resolution of complex technical challenges 
• Monitor call and ticket queues to maintain service level goals, actively managing workflow and ensuring timely client communications 
• Address escalated concerns professionally and efficiently, striving to resolve issues or escalate appropriately as needed 
• Participate in bridge communications and project calls, coordinating resources and sharing critical updates with the support team and leadership 
• Review and update clients on open cases daily, assisting in issue reproduction and ensuring transparent communication 
• Deliver feedback and insights to leadership regarding operational trends and client-impacting issues 
• Perform all ETS Technician functions accurately and efficiently, maintaining high standards of client service and technical proficiency 

•  Office environment 
• 24x7 Operations Center 

• Bachelor’s or Associate’s degree in a technical area or an equivalent combination of education, training and experience 
• Cisco or Juniper certification (such as CCNA, CCNP, JNCIA, JNCSP) 

• 2+ years of technical support experience in TAC, NOC or Call Center environments 
• 2+ years of experience with at least one of the following: Fiber Internet Access, High Speed Data,
• Ethernet, Managed Network Services, Managed Security Services, Managed Wi-Fi Services,
• Enterprise Trunking, Hosted Voice or Enterprise Video Services 
• 2+ years of experience in network troubleshooting in a 24x7 Operations Center 
• 2+ years of experience in LAN/WAN operational environments with SME-level protocol knowledge 

• Enterprise Tech Support II or III experience 

• Ability to read, write, speak and understand English 
• Excellent judgment with customers and peers 
• Strong client service skills and capacity to handle escalations 
• Initiative to manage multiple tasks independently and efficiently 
• Ability to identify, analyze and troubleshoot technical issues professionally 
• Positive attitude and effective problem-solving under pressure 
• Mastery of multiple support tools and systems 
• Knowledge of LAN/WAN topologies, OS integration, DNS, IP routing and TCP/IP port configuration 
• Proficiency with Windows, Word, Excel and Outlook 
• Knowledge of coax, fiber and tools for ticketing, fault management, performance management and configuration management 
• Extensive experience with Windows and UNIX Operating Systems