Advanced Diagnostic Engineer - RM CIO
C1 Company Overview:
C1: 1 Contact, 1 Connection, 1 Choice
C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more.And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best.
So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1.
Overview:
Summary
The Advanced Diagnostic Engineer - RM CIO is responsible for serving as an escalation point to assist the C1’s Customer Success Center (CSC) engineers with managing, troubleshooting and supporting issues for C1’s maintenance and managed services customer base.The ADE position will be expected to develop and provide mentoring and training for the CSC engineering group. This position will require attainment of expert level certifications related to their area of expertise (including but not limited to Cisco CCIE, CCNP, and VMWare DCV).
The Advanced Diagnostics Engineer (ADE) will be required to have extensive design and implementation experience of Virtual infrastructure: including VMware, Cisco, Nutanix, Dell, HP, etc. Cisco Unified Communications Products: Communications Manager, Unity and Emergency Responder, Cisco IM and Presence, Cisco Unified Communications Contact Center with CVP, Cisco UCS.
The Advanced Diagnostics Engineer (ADE) is responsible for leading deployment of customer Release Management projects. This can cover the technical deployment and integrity of a solution, customer satisfaction and success, and documenting project and/or complex designs.This position will deliver customer solutions, along with corresponding documentation, and assist with development of technical design collateral.
Responsibilities:
Essential Functions- Manages assigned Release Management Service Request and Change Management to resolution
- Possesses expert skills in Unified Communications and Infrastructure related technologies, (to include, but not limited to, SIP, H.323, Cisco products, and Virtualization infrastructure) to be able to systematically troubleshoot issues in a complex, enterprise level environment
- Assists and trains on installation of upgrades and patches, and recovery from backups, if required, within areas of expertise
- Drafts implementation plans and patching schedules as required
- Adheres to Change Management and Incident Management policies
- Provides mentoring assistance to engineers with troubleshooting issues and development of root cause analyses related to customer issues within areas of expertise
- Assists engineers on configuration and review of packet capture, (such as Wireshark), to analyze network level voice issues
- Advises on escalations to manufacturers and resolution of those escalations to closure
- Provides solutions to a diverse range of complex problems
- Manages positive customer satisfaction levels
- Collaborates and consults with customers, team members, and vendors to provide expert technical solutions in a fast paced and demanding environment
- Follows up with customer contacts to ensure satisfactory resolution
- Reports findings, tracks progress, and documents customer communication within Service Request and Change Management
- Manages workload in a manner that meets defined Service Level Objectives
- Demonstrates high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
- Utilizes deep technical knowledge and communication skills and organizational agility to guide customers through projects and performs the hands-on technical content development or solution design work
- Researches, reads, and interprets manufacture supplied documentation such as Release Notes, Upgrade Manuals, Administration Guides, etc.
- Supports customer escalations as needed
- Communicates and coordinates patching and upgrades with external and internal stakeholders
- Participates in system upgrades and operational troubleshooting
- Maintains productivity level as required by department
- Facilitates and participates in knowledge transfers as required
- Participates and completes assigned training initiatives as determined by manager
- Coordinates hardware replacement and tech dispatches as required
- Completes annual mandatory training as required by ConvergeOne
- Develops and performs “HowTo” training sessions for other engineers
- Develops knowledgebase articles and information to assist in best practices within areas of expertise
Qualifications:
Required Qualifications- BS in Computer Science, Engineering, or related field
- Work experience must include technical consulting, solution design, project envisioning, planning, development, deployment, and management
- Develops, and documents Cisco UC & Virtual infrastructure process, standards and best practices
- Performs system administration of the Virtual infrastructure including VMware, Cisco, Nutanix, Dell, HP, etc.
- Provides Tier 3 support for the Cisco UC, & Virtual Infrastructure by investigating and troubleshooting incidents and issues to resolution and providing well documented status updates
- Experience Leading UC projects to completion
- Extensive experience with UCCE, UCCX, UCME and UCUE
- CVP implementation and troubleshooting experience necessary
- Experience designing and implementing large-scale Unified Communications solutions
- Experience designing and implementing large-scale Complex Virtual infrastructure
- Experience with Cisco Voice Gateways, MGCP / H.323 / SIP experience
- Experience designing and implementing QoS in LAN / WAN / MAN environments
- Extensive experience with PSTN communication including SIP Trunks
- Documentation skills – able to deliver low-level design documentation
- Excellent verbal / written communication skills
- Strong research and consultative skills
- Strong analytical, interpersonal and relationship building skills
- Strong work ethic and personal drive to excel
- Exceptional organizational skills and attention to detail
- Ability to analyze complex information system data
- Ability to use (and learn new) complex systems, technologies, and applications
- Ability to adapt to change quickly and multi-task
- Must possess excellent oral and written communication skills in English
- Proficient in MS Office applications (Word, Excel, and PowerPoint)
- Project Management skills to include Customer facing presentation skills
- 5 + years’ experience in designing and deploying Virtual infrastructure Solutions
- 5 + years’ experience in VMware, Cisco UCS, Nutanix, Dell, HP,
- 5 + years’ experience in designing and deploying Cisco Unified Communications network solutions
- 5 + years’ experience in UCCE with CVP and IPIVR
- VMWare DCV
- Cisco CCIE, CCNP
- KVM Linux on RHEL
- Microsoft Certified Solutions Expert (MCSE)
- CompTIA Linux+
- AVAYA ACE (or equivalent)
Additional Information:
C1 BENEFITS- 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
- Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
- HSA with + Employer Contribution
- In-vitro Fertility (treatment coverage)
- Dental
- Vision (2 plans: 12-month and 24-month frames allowance)
- FSA Plans (Healthcare, Dependent care and Limited Purpose)
- Pre-tax Commuter Plans
- Employer-paid Life Insurance
- Employer-paid Short + Term Disability
- Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)
- Paid Parental Leave (4 weeks at 100%)
- Employee Assistance Plan
- Voluntary Life Insurance
- Legal/ID Theft Plans
- TeleHealth Options
- Wellness via Omada Health (healthy living solution)
- Travel Assistance
- Business Travel Accident Coverage
- Employer-paid Pet Telehealth
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Volunteer Time Off
Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice.At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.
EEO Statement
C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
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