Advanced Diagnostic Engineer

C1 Company Overview C1 1 Contact 1 Connection 1 ChoiceC1 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 SummaryThe 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 ConvergeOnes 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 Qualifications Required Qualifications Bachelors 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 Responsibilities 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 Additional Information C1 BENEFITS 401 k Plan 35 match per dollar up to 10 Medical Coverage 3 plan options no network - all providers are covered includes comprehensive member advocacy Kaiser CA plan option HSA Employer Contribution In-vitro Fertility treatment coverage Dental Vision FSA Plans Pre-tax Commuter Plans Employer-paid Life Insurance Employer-paid Short Long Term Disability Paid Parental Leave 4 weeks at 100 Employee Assistance Plan Voluntary Life Insurance Legal ID Theft Plans TeleHealth Options Omada Health healthy living solution Travel Assistance Business Travel Accident Coverage Employer-paid Pet Telehealth Accident Insurance Critical Illness Insurance Hospital Indemnity Insurance Health Advocate 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