Advanced Diagnostic Engineer - Release management

Shift - Night Shift

Summary

The Advanced Diagnostic Engineer - RM CIO is responsible for serving as an escalation point to assist the C1s Customer Success Center (CSC) engineers with managing, troubleshooting and supporting issues for C1s 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.

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 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

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