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IT Support Supervisor, Managed Service Provider

Expedient is a provider of multi-cloud platforms, hosting and security and data center infrastructure as a service (IaaS) solutions. We are a CRN Top 100 Data Center and Solutions Provider, a Top Workplace winner for 6 years and ranked among the Top 3 Managed Service Providers globally. 

We have an immediate need for an IT Support Supervisor in Milwaukee. This role will be responsible for network and systems monitoring, break-fix and other technical and operational duties associated with the operations of the data center. This position will be responsible for technical escalation coordination with subject matter experts in areas such as cloud infrastructure, Unix systems, Windows systems, data protection and networking.  

PLEASE NOTE: Due to the nature of services we provide, Expedient employs essential workers, based on the CDC guidelines. Due to COVID-19, many employees are currently working remotely. However, there are critical positions, such as this one, that require a physical presence on-site in the data center. As a result, every effort is being made to ensure the protection of our employees.

Sponsorship is not provided. Direct applicants only (no third-party firms).

Responsibilities:

  • Ensure continuous staffing of Operations Support Center; manage scheduling of technical team
  • Provide monthly performance feedback to all direct reports
  • Provide status reports of open job tickets and projects to Expedient clients and internal staff
  • Provide administration of production systems including troubleshooting of existing applications, installation, backups, maintenance of operating systems, etc.
  • Audit processes and procedures including corrective action measures related to trouble ticket updates and other operational activities required to maintain a high level of client satisfaction
  • Facilitate second- or third-tier support as necessary with the technical teams to attend to problems that have been escalated for resolution

Requirements:

  • At least 5 years of experience in system administration, technical customer support and/or IT project management
  • Previous experience supervising individuals in a network operations center, helpdesk or tech support environment
  • Demonstrated level of competency with internet technologies including:
    • principals of networking
    • Windows and Active Directory
    • basic UNIX commands
    • DNS and web services
    • virtualization/cloud
  • Strong written and verbal communication skills with ability to interpret and simplify complex concepts
  • Ability to successfully pass pre-employment screens

 

Physical Tasks/Demands:

  • Sitting - stationary/seated position during the work day in order to check in visitors as the need arises
  • Walking - must be able escort visitors to their equipment; must be able to walk the entire perimeter of the physical plant/data center several times during the shift in order to conduct hands-on assessments and to ensure building safety compliance by checking doors, checking temperature in various areas of the server room/data center
  • Lifting - frequently lifts light-weight items and occasionally lifts heavy-weight materials such as equipment, parts, computer and server hardware
  • Dexterity - must be able to lock/unlock security cages, operate security kiosk and print out visitors badge, operate loading dock equipment; must be able to climb and balance oneself on a ladder, must be able to stoop, kneel, crouch, and crawl into tight places to access computer hardware, to conduct safety checks, to move equipment, install equipment, etc. as required

BENEFITS TO WORKING FOR EXPEDIENT  We place a high value on learning and staying agile in the technology arena. We make education and training available to our employees through a robust, employee-driven training and tuition reimbursement program. Additional benefits include 3 weeks of paid time off, plus top-tier, affordable medical, dental, vision insurance, as well as 401(k) with a generous match and a paid day off to celebrate your birthday each year. Expedient is committed to providing its employees with an environment that promotes collaboration with both team and individual success.  

To apply, please submit your resume and a cover letter explaining your interest.  

If this isn’t the job for you, perhaps you have a friend who would be a perfect fit. Please share the following link so they can view/apply for this or any of our other current job opportunities: expedient.com/careers.

Expedient is an equal opportunity employer, providing a safe, drug-free work environment. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status, disability, or any other characteristic protected by law. 

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