Lead Commercial Technical Operations
On-siteColumbus, Ohio, United States
Job Summary
Lead shift and floor operations for a 24/7 technical team, providing real-time queue oversight, workload balancing, and coverage recommendations. Act as the primary escalation point for Tier 2 agents before Supervisor engagement, representing the team during Priority 1 and Priority 2 incidents through bridge participation and coordination with Engineering. Deliver side-by-side coaching, ticket reviews, and call reviews to elevate team technical capabilities, while leading shift huddles and training sessions. Serve as the Subject Matter Expert for Voice, Video, and Data products, handling complex troubleshooting and coordinating resolution across customers, vendors, and field technicians. Support mission-critical Data Center operations, including infrastructure monitoring and physical security. Document technical issues in ticketing systems and maintain knowledge management resources like runbooks and post-incident lessons learned.
Required Qualifications
- High School Diploma or equivalent
- Associate's degree or higher in Information Technology, Computer Science, Telecommunications, or a related technical field
- Four years of telecommunications or related technical support experience
- Experience in Network Operations Centers
- Experience in Systems Administration
- Experience in IT Operations
- One or more industry-recognized certifications required at hire or within 12 months of entering the role
- Network+ certification
- CCENT certification
- CCNA SIP School certification
- Equivalent training in IPv4 / IPv6
- Equivalent training in VoIP
- Equivalent training in SIP technologies
- Strong understanding of Internet protocols
- Strong understanding of Networking fundamentals
- Strong understanding of Routers
- Strong understanding of Switches
- Strong understanding of IP subnetting
- Working knowledge of WAN
- Working knowledge of LAN
- Working knowledge of VLAN
- Working knowledge of VPN
- Troubleshooting skills
- Strong analytical and troubleshooting abilities
- Excellent organizational skills
- Ability to utilize CLI across networking platforms to investigate service-impacting events
- Proficiency with Microsoft Office applications
- Proficiency with Internet software
- Proficiency with Email systems
- Ability to quickly learn billing platforms and online support tools
- Excellent verbal communication and active listening skills
- Ability to effectively guide customers and teammates through complex troubleshooting scenarios
- Ability to multitask and perform effectively in a fast-paced operations environment
- Ability to work scheduled shifts within a 24/7 operational environment
- Ability to participate in on-call rotations as designated by management
- Ability to talk and hear
- Ability to use hands for typing, handling objects, and paperwork
- Ability to use close vision and maintain focus
- Ability to occasionally carry equipment and climb ladders
- Ability to sit, stand, bend at the knees and waist, and walk
- Demonstrated experience mentoring, coaching, or serving in an informal technical leadership role
- Proven ability to lead through influence without formal supervisory authority
Desired Qualifications
- Experience with RF Signals
- Experience with HFC Networks
- Familiarity with Local, long-distance, and toll-free telephony
- Familiarity with LNP
- Familiarity with Porting
- Familiarity with LIBD
- Familiarity with PAC
- Familiarity with VoIP
- Familiarity with Customer Premise Equipment (CPE)
- Familiarity with Telephony features
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