WFO Technical Support Engineer

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.

Summary

The Advanced Diagnostics Engineer (ADE) has the responsibility to serve as an escalation point to assist the ConvergeOne Customer Success Center (CSC) engineers with managing, troubleshooting and supporting issues for ConvergeOne'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 AVAYA ACE (equivalent), Cisco CCNA, and VMWare DCV).

Required Qualifications

• Bachelor's degree in Computer Information Systems, Accounting, or Business; candidates may have a high school diploma with 5 years of experience in supporting the AVAYA product lines in a telecommunication environment or telecommunication organization
• 7+ years experience with advanced troubleshooting on one or more Enterprise level AVAYA communications products
• Experience in VOIP technologies, (to include, but not limited to, SIP, H.323, virtualization and AVAYA products) and be able to systematically troubleshoot issues in a complex, enterprise level VOIP environment
• Strong analytical, interpersonal and relationship building skills
• Strong work ethic and personal drive to excel
• Exceptional organizational skills and attention to detail
• Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
• 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)

Desired/Preferred Qualifications

• VMWare DCV
• Comptia Linux+
• AVAYA ACE (or equivalent)
• CCNA Voice

Essential Functions

• Manages assigned trouble incidents to resolution
• Possesses expert skills in VOIP related technologies, (to include, but not limited to, SIP, H.323, virtualization and AVAYA products) to be able to systematically troubleshoot issues in a complex, enterprise level environment
• Provides mentoring assistance to engineers with troubleshooting issues and development of root cause analyses related to customer issues within areas of expertise
• Assists and trains on installation of upgrades and patches, and recovery from backups, if required, 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
• Develops knowledgebase articles and information to assist in best practices within areas of expertise
• Develops and performs "HowTo" training sessions for other engineers
• Provides solutions to a diverse range of complex problems
• Builds and maintains the corporate customer service relationship
• Provides leadership to client and the MSSC, and consistently exceed client expectations
• Manages positive customer satisfaction levels

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
• On Demand Pay (Daily Pay)

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.

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