<p>Ventus is an entity within Digi, a Business Unit that's an industry leader in IT networking innovations, leveraging technology to produce market-driving network solutions. Operating from over 20 years of experience delivering secure enterprise class networks, Ventus develops cellular wireless and fixed line SD-WAN, Hybrid WAN, and Cellular WAN solutions for an expanding array of business connectivity applications.</p> <p>At Ventus, we provide an exciting opportunity for a dedicated professional to join our remote technical support team. You'll leverage your network troubleshooting expertise and communication skills in a fast-paced, customer-focused environment. This role not only allows the flexibility of working from home but also offers a supportive and dynamic work culture. We equip you with the necessary tools, and we highly value your adaptability, attention to detail, and contribution. Make us a part of your journey today!</p> <p>What You Will Do</p> <ul> <li>Enhance team performance by regularly holding one-on-one meetings, focusing on coaching and mentoring Tier 1, 2, and 3 team members. </li><li>Conduct customer triage calls involving network troubleshooting in Linux or Cisco environments. </li><li>Collaborate with team leadership to manage shared responsibilities. </li><li>Serve as one of several escalation contacts in the event of major network events affecting the business unit or its customers. </li><li>Ensure effective communication and problem-solving strategies within the team. </li><li>Track and report team KPI's and related discussions. </li><li>Suggest and help develop processes to improve support. </li><li>Foster a positive and fun team culture while maintaining a focus on solving technical problems and delivering outstanding service and support to business customers. </li><li>Tailor interactions for both technical and non-technical stakeholders. </li><li>Work closely with leadership to execute company goals. </li></ul> <p>Who You Are and What You Bring</p> <ul> <li>A minimum of 2 years of prior team leadership experience in a similar role, with a significant focus on coaching and mentoring. </li><li>A minimum of 1 year of prior experience leading a group of team members in a remote, work-from-home capacity. </li><li>Demonstrable proficiency in the use of Microsoft Excel. </li><li>Strong problem-solving and analytical skills. </li><li>Great communication and interpersonal skills. </li><li>Ability to manage multiple priorities and work effectively under high pressure situations such as major network outages. </li><li>Demonstrated ability to lead and motivate a diverse team. </li><li>Up-to-date industry network certification such as CCNA, CCNP, Network+, or equivalent work experience and track record. </li><li>Ability to thrive in a 24/7/365 operational environment. </li></ul> <p>Desired But Not Required</p> <ul> <li> <p>Experience escalating tickets with broadband and cellular carriers.</p> </li><li> <p>Previous cellular or other wireless network troubleshooting.</p> </li><li> <p>Experience managing workflows in communication tools such as Slack and Teams.</p> </li><li> <p>Technical writing experience.</p> </li><li> <p>Experience using SolarWinds Orion.</p> </li><li> <p>Experience using Ring Central/NICE InContact CXOne.</p> </li></ul> <p>Ventus, A Digi Company, offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.</p> <p>The anticipated base pay range for this position is $81,000 - $126,500. Pay ranges are determined by role, job level and primary job location. The range displayed reflects the reasonable range we anticipate paying for this position and reflects the cost of labor within several U.S. geographic markets. The specific salary offered within the range will depend on various factors including, but not limited to the candidate's relevant and prior experience, education, skills, and primary work location. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each position. Pay ranges are typically reviewed and updated annually.</p> <p>At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.</p>