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
Additional Specific Duties and Responsibilities
Researches, reads, and interprets manufacture supplied documentation such as Release Notes, Upgrade Manuals, Administration Guides, etc.Supports customer escalations as neededCommunicates and coordinates patching and upgrades with external and internal stakeholdersParticipates in system upgrades and operational troubleshootingMaintains productivity level as required by departmentFacilitates and participates in knowledge transfers as requiredParticipates and completes assigned training initiatives as determined by managerCoordinates hardware replacement and tech dispatches as requiredCompletes annual mandatory training as required by ConvergeOneDevelops and performs “HowTo” training sessions for other engineersDevelops knowledgebase articles and information to assist in best practices within areas of expertiseQualifications
Required Qualifications
BS in Computer Science, Engineering, or related fieldWork experience must include technical consulting, solution design, project envisioning, planning, development, deployment, and managementDevelops, and documents Cisco UC & Virtual infrastructure process, standards and best practicesPerforms 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 updatesExperience Leading UC projects to completionExtensive experience with UCCE, UCCX, UCME and UCUECVP implementation and troubleshooting experience necessaryExperience designing and implementing large-scale Unified Communications solutionsExperience designing and implementing large-scale Complex Virtual infrastructureExperience with Cisco Voice Gateways, MGCP / H.323 / SIP experienceExperience designing and implementing QoS in LAN / WAN / MAN environmentsExtensive experience with PSTN communication including SIP TrunksDocumentation skills – able to deliver low-level design documentationExcellent verbal / written communication skillsStrong research and consultative skillsStrong analytical, interpersonal and relationship building skillsStrong work ethic and personal drive to excelExceptional organizational skills and attention to detailAbility to analyze complex information system dataAbility to use (and learn new) complex systems, technologies, and applicationsAbility to adapt to change quickly and multi-taskMust possess excellent oral and written communication skills in EnglishProficient in MS Office applications (Word, Excel, and PowerPoint)Project Management skills to include Customer facing presentation skills5 + years’ experience in designing and deploying Virtual infrastructure Solutions5 + years’ experience in VMware, Cisco UCS, Nutanix, Dell, HP,5 + years’ experience in designing and deploying Cisco Unified Communications network solutions5 + years’ experience in UCCE with CVP and IPIVRDesired / Preferred Qualifications
VMWare DCVCisco CCIE, CCNPKVM Linux on RHELMicrosoft 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 ContributionIn-vitro Fertility (treatment coverage)DentalVision (2 plans : 12-month and 24-month frames allowance)FSA Plans (Healthcare, Dependent care and Limited Purpose)Pre-tax Commuter PlansEmployer-paid Life InsuranceEmployer-paid Short + Term DisabilityLong Term Disability (2 plans : Employer-paid and Self-paid with non-taxable claim payments)Paid Parental Leave (4 weeks at 100%)Employee Assistance PlanVoluntary Life InsuranceLegal / ID Theft PlansTeleHealth