Wachter’s greatest asset is the people who work here. Join the Wachter family and chart your career path!
Wachter is accepting applications for a Help Desk Support Manager in our Lowell office 24/7 Help Desk. This position requires a hands-on technical leader combined with customer service experience. Candidates should possess a solid voice/data/security or electrical field technical background with a problem-solving attitude with the ability to motivate their team to achieve specific goals.
We seek self-motivated and reliable candidates, who can work independently and find solutions to complete the job. Long-term employment with competitive pay and exceptional benefits for qualified candidates. We value relationships and invest in our employees.
Benefits package: Company Paid!
- Medical, Dental, Prescription & Vision Benefits
- Life, AD&D, and LTD insurance
- Paid Vacation and Holidays
- Teladoc & TriaHealth
- Company-Matched 401K and IRA Retirement Savings
Requirements:
- High school Diploma or equivalent required.
- 1 year of voice, data, security, or electrical field experience.
- Hands-on experience as a Help desk manager.
- Experience leading a team of 7-15 in a help desk environment.
- Schedule is Monday through Friday 8 am to 5 pm, occasional nights and weekends maybe required.
- Highly proficient with the use of computers, including email, spreadsheets, and database Microsoft Office programs.
- Required manufacturer certifications: CCNA or CCNP for Cisco and/or JNCIA for Juniper.
- Experience with Dialpad is a plus.
- Excellent written and verbal communication skills.
- Customer service oriented with a problem-solving attitude.
- Exceptional attention to detail, organizational, and follow-up skills.
- Efficiently read and decipher manufacturer instructions.
- Knowledge of Analog / IP, and CCTV.
- Must type at least 40 WPM.
- Experience with Network switch programming.
- IP camera programming experience.
- Manufacturer certifications.
Responsibilities:
- Manage daily operational tasks.
- Create a reliable 24/7 coverage schedule for the Help Desk.
- Manage a team of 7-15, depending on project workload.
- Ensure customer service is timely and accurate on a daily basis.
- Resolve any escalations that occur.
- Train and support help desk representatives and technicians.
- Develop daily, weekly, and monthly reports on the help desk team’s productivity.
- Drive stakeholder collaborations to ensure program or project success.
- Capture data from projects including check-in/out times, time on site, and validating work completion documentation.
- Provide troubleshooting support to field techs via phone, bridge calls, and emails.
- Implement, change, and create processes for different project needs when they arise.
- Working with technicians in the field to troubleshoot cabling/network issues.
- Configure and program hardware remotely.
- Maintain a high standard of quality and professionalism.
- Establish best practices throughout the entire technical support process.
- Ability to execute and or create programs and scripts.
- Remotely configure/verify port configurations and network settings.
- Assist with any other technical needs that we can meet for the teams as they arise 24/7.
- Perform any other duties not specifically stated herein, but which your supervisor may assign.
- Adhere to all required project safety requirements.
$65,000 – $85,000 a year
Based on experience.
About:
Wachter is a family-owned company since 1930 and we see each employee as a critical piece of the Wachter Family. With over 900 licenses across the country, Wachter serves commercial and industrial clients with the right technologies needed to keep them successful.
We design, install, and maintain the technologies that keep businesses operating efficiently. Our team of dedicated electricians, engineers, and technicians provides electrical, data, security, communications, and automation services to clients in numerous industries.
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We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.