JOB DESCRIPTION
Job Title Assistant Supervisor – Technology Services and Solutions
Department IT
Location Guam
FLSA Status Exempt
Salary Grade
Corp. Entity PTI Pacifica Inc., dba IT&E
Reports To TSS Manager
Job Summary
The Assistant Supervisor oversees the staff and operational functions of the TSS Team, as well as assists and performs the more difficult repairs and installations. Performs skilled work in the installation, rearrangements, and repair and maintenance of customer telecommunication systems, such as voice, data, video, surveillance, security, access control networks, and other future IT&E service offerings. This position also supervises the Guam internal support teams in designing, provisioning and installing appropriate data and voice solutions for internal and external projects. The supervisor will ensure that all objectives are met or exceeded with the highest possible level of customer satisfaction as a primary target.
Duties and Responsibilities
• Know and uphold the established IT&E Mission, policies and procedures, Corporate and Department objectives, quality assurance and safety programs and standards.
• Oversee the TSS team’s daily activities (Key Performance Indicators, automating optimizations, trouble ticket tracking and coverage scheduling), assuring fast problem solution and recovery for internal users and external customers via phone-in, e-mail, walk-in, on-site and ticketing system requests.
• Assist the TSS Manager in providing guidance and oversight to assigned staff to assist them in ensuring efficient and successful unit operations through the development of performance measures, customer handling efficiency measures, service order and trouble call response time, and other goals and objectives, setting priorities and obtaining and giving feedback.
• Coordinate with the appropriate IT&E technical departments in conjunction with managing the TSS team’s daily activities (surveys/designing/provisioning and installing), assuring a cost-effective deployment of sound Data and/or Voice solutions for the company.
• Assist the TSS Manager in monitoring and motivating assigned staff through attentive supervision and timely positive reinforcement, the use of appropriate corrective action and the provision of necessary in-service and cross-training, to encourage a high standard of performance and the attainment of established objectives.
• Assist with coaching, training, and mentoring the TSS Team with a goal of career development and maintenance of technical competencies.
• Assist in preparing reports to show numbers and customer support transactions, the response time, noted problem areas, and other customer support-related reports, as required.
• Assist with overseeing inventory which includes maintaining the department’s product inventory levels for its voice and data services
• Monitor all new projects on a continuing basis to assure that proper planning and coordination are maintained.
• Provide installation and maintenance services for IT&E CPE customers
• Provide cabling services for other IT&E departments and physical assistance when required.
• Complete service orders and service call sheets daily and submit them for billing to the department’s supervisor or manager.
• Maintain various records on equipment and services and submit them with either service orders or service call sheets.
• Provide, for planning and coordination purposes:
o Drawing(s) or floor plan sketches identifying the location of all stations, peripherals, and equipment locations after proposal is signed by customer.
o Riser diagram(s) in the case of a multi-story building such as a hotel, identifying the terminals, cable sizes and feeders, and quantities of jacks being served.
o Program information in accordance with the customer’s requirements.
• Assist other staff in their areas of responsibility as needed.
• Cross-train other technicians in various aspects of this position to prepare them to fill in as needed and for possible succession.
• Perform other related duties or task as assigned or required.
Qualifications
• Education and Experience
o Associates degree from an accredited college in electronics, information technology, information management or computer or telecommunications-related field, or two years additional related work experience
o Three (3) years of experience with the installation, rearrangement, and maintenance of telephony and networking systems and other associated equipment, or any equivalent combination of experience and training which provides the minimum knowledge, abilities and skills to perform the work.
• Licensure/Certification/Professional Association
o Network+ or equivalent certification preferred, but not required
o Legacy and VoIP Telephone systems certification preferred, but not required
o Wireless Networking Certification preferred, but not required
o Security, Surveillance, and Access Control systems certification preferred, but not required
o Certified Fiber Optics Installer (CFOI) preferred, but not required
o Project Management certification preferred, but not required
Knowledge, Skills, and Abilities (KSAs)
The KSAs described here are representative of those that should be met by an employee to successfully perform the essential functions of this job.
• Knowledge
o Telecommunications standards and practices
o Telecommunications Distribution Fundamentals.
o Telecommunications equipment, business systems, networks and processes
o Telecommunications maintenance requirements and regulations
o LAN/WAN Technologies and Networking for VoIP, Security, CCTV, Access Control
o Standard trades methods, procedures, tools, materials and equipment used in the installation, maintenance and repair of telephone systems and other comparable systems.
o Pathways and space for cabling. Installing conduits, cable trays, raceways and telecommunication outlets.
o Performance management and motivation techniques
o Project organization and management
• Skills
o Reading, interpreting and working from circuit diagram, cable records, specifications and blueprints.
o Installation, rearrangement, repair and maintenance of legacy voice and VoIP systems, data, video, surveillance, security, access control networks, and other future IT&E service offerings.
o Identifying and distinguishing properties and types of copper cable and fiber.
o Pulling and terminating/splicing of copper and fiber cable
o Testing and troubleshooting on cabling and network elements.
o Communicate clearly, concisely, and accurately with all levels of staff and customers, both verbally and in writing
o Be on-call for emergency repairs after business hours
o Meet project deadlines and work on multiple on-going projects/tasks
Working Conditions
In this role, the worker is subject to the following conditions:
• Inside environmental conditions and outside environmental conditions.
• Noise that may cause the worker to shout in order to be heard above the ambient noise level
• Exposure to oscillating movements (vibration) of the extremities or whole body
• Subject to hazards, which includes a variety of work conditions such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals
• Required to function in narrow aisles or passageways
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical activity of this position includes climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, and repetitive motions.
The physical requirements of this position involve light work, exerting up to 20 pounds of force occasionally; up to 10 pounds of force frequently; a negligible amount of force constantly to move objects.
For visual acuity requirements including color, depth perception and field of vision, the worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; visual inspection involving small defects, small parts, and/or operation of machines; using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
Supervisory Responsibilities
This position is responsible to supervise a team of employees.
Regular Expected Hours of Work
Normal office hours are Monday to Friday, 8:00 am to 5:00 pm. However, due to the nature of this position, the Assistant Supervisor – IT Operations may be required to arrive earlier, stay later, or work on weekends.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.