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Ubiquiti Inc.
MUMBAI, KY | Full Time
7 Months Ago
Support Team Leader
Ubiquiti Inc. MUMBAI, KY
Full Time | IT Outsourcing & Consulting 7 Months Ago
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Ubiquiti Inc. is Hiring a Support Team Leader Near MUMBAI, KY

Company Description

Ubiquiti Inc. is a technology company based out of New York, and a leading manufacturer of Networking equipment (OEM) that has been serving its customers since 2003. Here, we create technology platforms for Businesses, Smart Homes, and Internet Service Providers, driven by our goal to connect everyone, everywhere. To date, Ubiquiti has shipped over 100 million devices worldwide, from ISP networking products to the next generation of IT solutions and our customers know UI products for their excellent user experience, high performance, and exceptional value. Our growth is made possible by the dedicated team of hundreds who collaborate virtually and perform behind the scenes, thus creating value. From software developers and product managers to designers and strategists, Team UI is driven to achieve our common goal: Simplifying IT.

For more details, please refer to our website at www.ui.com

Job Description

Our goal is to have a Support Team Lead (TAC team) in place that goes far beyond the tiered support model and breaks the stereotype of standard Network center support. Our team here at Ubiquiti Inc. work in a non-siloed environment keeping the Agile methodologies in view thus eliminating the delays in reaching out to a resolution for a problem, ultimately resulting in raising satisfaction and achieving customer success.

Responsibilities include

  1. Support all of Ubiquiti’s product lines such as the UniFi Network, UniFi Protect, UniFi OS Consoles, UniFi Talk, Ubiquiti ISP, and many more to diagnose and tackle wireless, security, switching, and other various network-related issues reported by Ubiquiti customers.
  2. Provide support with full accountability on cases handled by the L1 and the development teams (as and when needed). 
  3. Identify areas and opportunities to streamline things and provide actionable feedback for improving brand narrative.
  4. Prioritise high-touch cases and close the gaps in the workflow.
  5. Investigate areas of misalignments or issues which are critical dead ends and provide suggestions to remove them.
  6. Identify issues through support trends and suggest corrective actions to elevate the quality of product and UX 
  7. Perform labs to learn and reproduce issues, as and when needed.
  8. Help troubleshoot complex problems with Ubiquiti hardware and software along with recommending corrective action.
  9. Document recurring technical issues for product development.
  10. Use acquired knowledge to suggest and contribute to Knowledge Base articles.
  11. Stay up to date on Ubiquiti features and technology by attending training, participating in team communication, and keeping up with enterprise and networking trends.
  12. Identify and drive opportunities to enhance user experience and suggest product improvement.
  13. Create an inspiring team environment with an open communication culture.
  14. Identify training needs of team members and provide coaching support to them.
  15. Conduct knowledge transfer sessions for new joiners to the team.
  16. Conduct team-building activities to enhance motivation.
  17. Guide and mentor team members from a process perspective to ensure delivery of SLAs.
  18. Set clear team goals & Oversee day-to-day operations.
  19. Drive team performance and report on metrics
  20. Provide updates and submit reports related to your own area of work
  21. Lead and contribute toward process excellence initiatives
  22. Escalate to the management of deviations in the process are noticed
  23. Maintain SOPs in the process and ensure all changes are being captured diligently
  24. Report and escalate systemic cases to management as necessary and in a timely manner
  25. Willingness to work in USA business hour shifts.

Required Technical Skills

  • Knowledge of the networking industry, products, and protocols.
  • Knowledge of the following network protocols and technologies (preferred): TCP/IP and OSI model, IP Address and Subnetting, ARP, DHCP, DNS, POE (IEEE 802.3af/at/bt), ICMP, IPv4 & IPv6, and IEEE 802.1Q trunking, Port Aggregation (LACP), Routing protocols, ACL (Standard and Extended), STP/RSTP/MSTP, Wireless LAN Fundamentals, VOIP (SIP protocol), VPN, NAT/PAT, etc.
  • Knowledge of troubleshooting utilities such as tcpdump, Ping, Traceroute, and Wireshark (or similar packet capture and analysis tools) is highly desired but not mandatory.

Required Interpersonal Skills

An ideal candidate should have:

  • Proven work experience as a team leader.
  • In-depth knowledge of performance metrics.
  • Excellent communication and leadership skills along with a collaborative approach.
  • Organizational, time-management, & decision-making skills.
  • A strong analytical mind, as is the ability to triage.
  • Outstanding customer service skills.
  • Ability to multitask and work under stress.

Qualification

  • Bachelor's/Master's Degree in the field of Engineering/Computer Science/IT.
  • 1 years of experience as a Team Leader managing a team working on a computer networking-related problem solving and troubleshooting.
  • Networking certifications are a plus.

If you are interested in making a career that goes beyond limits, feel free to share your resumes with our recruitment team at mumbai-careers@ui.com.

Job Summary

JOB TYPE

Full Time

INDUSTRY

IT Outsourcing & Consulting

POST DATE

08/19/2022

EXPIRATION DATE

11/15/2022

WEBSITE

ui.com

HEADQUARTERS

NEW YORK, NY

SIZE

500 - 1,000

FOUNDED

2005

TYPE

Public

CEO

ROBERT J PERA

REVENUE

$1B - $3B

INDUSTRY

IT Outsourcing & Consulting

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Ubiquiti designs, manufactures and distributes networking products including routers, switches and servers.

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