Northern Michigan University Careers

Position Title: LTE Support Supervisor

Department:  Technology Support Services

Term of Assignment: Continuing

Term End Date, If Applicable:             

FLSA Status:   Exempt = not eligible for overtime

Work Schedule: Traditionally, Monday-Friday, 8:00 am-5:00 pm, with occasional evening and weekend work required.

Salary: Targeted Salary Range: $59,160-$62,640

Travel: Less than 10%

Brief Statement of Duties

Brief Statement of Duties: Provide support for the university's LTE Services. Investigate, diagnose and guide LTE users through resolution of LTE communications issues. Maintain communication and provide feedback to internal staff regarding NMU LTE issues, equipment, processes, and support. Assist with development and implementation of technical support processes and procedures, evaluation, recommendation, and creation and publication of LTE materials and documentation. Handle and resolve LTE inquiries, issues and complaints. Train, manage and oversee NMU LTE student support staff. Create, implement and manage new technologies that support the LTE system.

Minimum Qualifications

Required Education: Course work leading to a degree Certificate

Discipline/Degree Area: 

Required Specialized Training/Certifications: 

Required Minimum Work Experience:  One year of experience working in customer service.
One year of experience working in a technical environment.

Knowledge, Skills, Abilities, or Attributes Required for Satisfactory Performance of the Position Duties: 

Understanding of LTE mobile communications including LTE hardware and how it operates.
Understanding of consumer wireless technology.
Ability to provide high quality customer service and exercise professional discretion and judgment.
Must be attentive to detail in a time-and-information sensitive work environment.
Excellent analytical and problem solving skills.
Positive, enthusiastic, and service oriented attitude.
Excellent oral and written communication, interpersonal, organizational, and management skills.
Ability to work effectively and efficiently under pressure.

Additional Desirable Qualifications

Additional Desirable Qualifications: 

Ability to manage and train student staff.
Knowledge of the Zendesk Support product.
Experience working in higher education.

Other

Special Instructions to Applicants: Submit application, cover letter, resume and references. This position is not currently available for sponsorship.

Contact Information:  Erica Jean, HR Generalist, 906-227-1087

NMU is an equal opportunity employer.