Technical Support Manager

Description

Position Summary: We are seeking an experienced Technical Support Manager/Coordinator to lead a team, manage complex incidents, and ensure service quality within a technology solutions company. Key Highlights: 1. Technical support team supervision and coordination 2. Ticket management and tracking, handling complex incidents 3. Technical staff training and task organization Do you have solid experience as a Technical Support Manager/Coordinator and are you looking for new professional challenges? At New Age Technology, we believe in you — join our Team! We are a company specializing in the development and sales of Technology Solutions across Latin America, with over 25 years of market experience. **EDUCATION AND TRAINING:** * Degree or bachelor's degree in Systems Engineering, Networking, Telecommunications, or related fields. * ITIL Foundation (IT Service Management). * Networking certifications (CCNA). * Knowledge of ticket management tools. * Training in team management or project management (desirable). **TECHNICAL KNOWLEDGE AND COMPETENCIES:** * Diagnosis and resolution of LAN/WAN network, connectivity, and active equipment failures. * Intermediate/advanced administration of Windows Server and Linux operating systems. * Proficiency in TCP/IP, DNS, DHCP, and VPN protocols. * Administration of access rights and permissions on corporate platforms and services. * Use of network monitoring tools. * Virtualization and Servers: Administration of Proxmox VE, VMware ESXi, and Zextras Carbonio platforms. * Competencies: service orientation, effective communication, problem prevention and resolution, proactivity, and time management. **RESPONSIBILITIES:** * Supervision and coordination of the technical support team, ensuring proper handling and resolution of customer-reported incidents. * Management and tracking of support tickets, verifying response times and SLA (Service Level Agreement) compliance. * Handling and escalation of technically complex incidents, serving as the primary contact point between the technical team and customers. * Preparation of departmental performance reports (incidents handled, resolution times, satisfaction metrics). * Coordination with other departments (Sales, Operations, Administration). * Technical staff training and mentoring on work procedures and tools. * Organization and assignment of departmental tasks, allocating responsibilities based on operational team needs. * Approval of on-site technical visits to customers. * Scheduling of technical team shifts, vacation management, and issuance of formal warnings when appropriate. * Administration of access rights to departmental services and platforms, including creation, deactivation, and permission modifications. * Maintenance and updating of available service information for the technical team, ensuring up-to-date documentation is available for accurate customer support. * Other duties as assigned by direct management. **BENEFITS AND WORK CONDITIONS:** * Formal employment registration with full statutory benefits. * Indefinite-term employment contract. * Market-competitive salary. * 100% remote work. * Working hours: Monday to Saturday, 8:00 AM \- 5:00 PM (reference only). * Corporate discounts. * Birthday leave. Application Questions: * Please list the ticket management platforms you have managed. * Among the requested technical skills, please specify those you master both theoretically and practically. * Please provide your email address, mobile number, and district of residence. * Gross salary is S/ 2500\.00 for 100% remote work — do you agree? (Non-negotiable) * How many people have you supervised? Have you led remote teams, and how did you monitor their performance? Work Location: Remote employment