Job Description:

Company Overview

SageNet is a leading managed services provider specializing in connectivity, digital signage, and cybersecurity. The company connects, manages, and protects technologies and devices across widely distributed enterprises. SageNet’s people, processes, and technologies, coupled with its collaborative approach, empowers customers to achieve their core business objectives. 

The company offers world-class service and support via its US-based 24/7/365 Network Operations Centers (NOCs) and Security Operations Centers (SOCs), geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.   

What makes SageNet unique is its Why: SageNet is passionate about Trusted Connections. This is a two-fold calling. First, the company creates trusted, reliable, and secure technological connections for its customers. Second, and perhaps even more importantly, SageNet works tirelessly to build trusted human connections with its customers, partners, and communities. The company believes that by creating, discovering, and nurturing these trusted connections, SageNet enhances the world that connects us all.   

With a three-decade track record in managed services, SageNet boasts a long-term customer base that includes the nation’s largest retail, financial, healthcare, utilities, and energy organizations. SageNet manages communications for more than 220,000 endpoints. Headquartered in Tulsa, SageNet has regional offices in Atlanta, Philadelphia, Toronto and Washington, D.C.   

Job Purpose

The NOC Tier 3 Supervisor is responsible for various tasks including managing and developing Tier 3 NOC Associates and Team Leads. They are responsible for ensuring accurate and expedient handling of customer support requests, maintenance of NOC managed services, and resolution of cases. They must represent SageNet during interactions with customers and internal resources in a calm and professional manner.

Duties and Responsibilities

• Receive, resolve, and execute customer requests appropriately and with proper sense of urgency


• Be receptive to assume, and promptly resolve, any escalated issues that may come from NOC leadership, customers, vendors, or from NOC Technicians


• Immediately address service-impacting events when notified by SageNet monitoring systems


• Follow established procedures for the assignment, acceptance, and handling of support requests and trouble tickets


• Lead and mentor a team of Tier 3 associates


• Create and deliver performance improvement plans


• Meet with direct reports weekly for 1 on1 time to review their performance and provide recognition or feedback around areas for improvement


• Participate in after-hours escalations rotation and may be required to work outside of their normal shift for critical outages, or other events as determined by SageNet Leadership


• Be an escalation point for all NOC associates


• Monitor phone queues for extended hold times and engage additional assistance for NOC personnel when needed


• Monitor all ticket queues for appropriate ticket statuses, update statuses if necessary, and provide additional assistance when needed


• Responsible for the timely and accurate completion of all assigned tasks


• Be proficient in the use of established SageNet tools relevant to the position


• Identify priority tickets and remove queue “clutter”


• Monitor:
  
  
  
  • High Priority Tickets – set by priority, customer status, or nature of request
  
  
  • Aging Tickets
  
  
  • External Updates
  
  
  • Timesheets of your Direct Reports
  
  
  • Productivity metrics of your Direct Reports
  
  
  
  

Required Qualifications

• 4+ years’ experience progressively working within the IT field as it relates to Networking, IT Security, or Telecommunications


• 3+ years’ experience leading teams ideally in a customer or technical support setting


• 1+ years' experience in a Tier 3 compacity in a MSP or technical support setting


• Demonstrated ability to lead a team in a highly demanding, fast-paced environment


• Effective communicator with the ability to manage and implement change in a dynamic environment


• Ability to empathize with customers and convey confidence


• Experience working with diverse teams or customer bases and demonstrating an understanding of different cultural perspectives and communication styles.


• Ability to display superb listening, verbal, and written communication skills is required


• Demonstrated expertise in improving and managing technical support processes and methodologies


• Ability to work efficiently and effectively within deadlines


• Experience working with diverse teams or customer bases and demonstrating an understanding of different cultural perspectives and communication styles.


• Exceptional organizational, time management, and multi-tasking skills


• Proven experience handling high stress environments/situations


• Experience dealing with ISP’s and technical customers

Preferred Qualifications

• Cisco, Fortinet, and/or Meraki certifications

Working Conditions

• Productively work in a hybrid work environment which consists of 2 mandatory “all-in” days, 1 variable day, and 2 virtual days. Hybrid work environment is applied per position/department and may be subject to change per changes in the Policy. 


• Flexibility to work any shift including Holidays, weekends, and nights, both on a semi-permanent or rotating basis as required. 


• This position could require to be in an on-call rotation 


• Overtime could be required if deemed necessary by management 

Physical Requirements

• Be able to sit for extended periods of time without any problems 


• Consistent use of hands and fingers for typing 


• Consistent use of eyes to analyze monitoring applications, spreadsheets, ticketing systems and web on computer screen 

 

Classification*: Salaried/Exempt

Position Type: Full Time Associate

Direct Reports: 5 or more Tier 3 NOC Associates 

Attention All Third-Party Agencies, Headhunters, and Recruiters
SageNet will not accept candidate submission by unsolicited third parties through this site or any company email address. All unsolicited candidates presented to SageNet will be considered the property of SageNet. SageNet will not be responsible for any fees associated with unsolicited candidates, nor will a contractual relationship be formed by the submission. SageNet is not obligated and will not under any circumstances pay any fees to said third parties submitting candidates in this manner. SageNet only forms contracts with recruiters with whom we have an established business relationship and with whom we have in place a signed agreement. All contact with SageNet from third parties must be through our Talent Acquisition Department. Any contact made outside of the SageNet Talent Acquisition Department by a third party will cancel any future business relationships between the third party and SageNet.

Please contact Katie.Halstead@SageNet.com for any questions. 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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