Senior Systems Engineer

Job Description

Install and troubleshoot ShoreTel/Mitel Connect product line, including SIP, ECC and Mobility, Mitel MiVoice Business/Mitel MiVoice Business Contact Center

Required: ShoreTel Implementation Specialist/UCSI

Preferred: ShoreTel Advanced Support Engineer/UCSE

Preferred: Mitel MiVoice Business/Mitel MiVoice Business Contact Center

Excellent Layer 2 & 3 networking skills including strong knowledge and proficiency in industry-standard networking technologies and infrastructures including cabling, LAN, WAN, and various telecommunication access methods, DNS based Global Server Load Balancing (GSLB) theory as well as legacy networking technologies and system interdependencies. Cloud & Virtualization technologies preferred.

End-to-end process thinker, with proven experience in business processes and workflow design.

Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.

Excellent problem-solving skills with demonstrated success in root cause analysis.

Demonstrated experience of continuously expanding and leveraging knowledge of technology, market, and industry trends with success in identifying, recommending, and implementing best practices and methodologies.

Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud-based technology systems.

Responsible for exceptional client service that cannot be resolved by Tiers 1 & 2 support staff by providing Tier 3 technical support engineering through analyzing and troubleshooting the most difficult and advanced technical problems and resolving complex hardware, software, network, and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).

Responsible for exceptional client service that cannot be resolved by Tiers 1 & 2 support staff by providing Tier 3 technical support engineering through analyzing and troubleshooting the most difficult and advanced technical problems and resolving complex hardware, software, network, and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.). Investigate elevated client support issues by reviewing work completed by Tiers 1 & 2, confirm the validity of the problem, research known solutions to related issue and provide advanced troubleshooting by ensuring the intricacies of the challenging issues are solved. Utilize various diagnostic tools to identify root cause of hardware, software, network, and connectivity issues.

Provide thorough diagnostic and troubleshooting services to resolve client issues remotely; also performed on site for Key Accounts as designated. Design and develop one or more courses of action, evaluate each of the courses in a test environment to determine the best solution. Validate results and make findings available for future troubleshooting and analysis.

Escalate issues requiring manufacturing or carrier services (Tier 4) support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity. Contribute toward the research and development of solutions to new and unknown issues. Ensure technical support services are delivered to clients in a high quality and professional manner consistent with company initiatives, client expectations as well as internal and external SLAs. **

Primary Roles & Responsibilities**

• Install and troubleshoot ShoreTel/Mitel Connect & MiVB product line, including SIP, ECC, MiCC and Mobility, MiVB, MiCC
• Communicates effectively to customers internal and external to a customer site.
• Perform Network Assessments to determine QoS, VLAN and Bandwidth readiness for VoIP systems
• Configure network routers and switches to support VoIP
• Implementation, configuration of SIP trunks and technology
• Install and test maintenance released software from the manufacture
• Primary product line responsibilities are ShoreTel/Mitel MiVoice Connect, ShoreTel Mobility and ShoreTel ECC, MiVB, MiCC, MBG, MiCollab
• Secondary product line responsibility may include HP, Cisco or other Network experience.
• Develops an in-depth knowledge as the customer’s advocate in managing site activities, vendor partners and site departmental relationships.
• Reports services activities in AGC/Black Box and customer service management tools in an active fashion
• Performs all manufacturer recommended updates and maintenance of the systems supported.
• Performs all on-site maintenance, repair and changes of supported systems including, but not limited to, hardware, software, and peripheral systems.
• Follows all required site processes as requested.
• Ensures customer satisfaction by acting as customer’s technical spokesperson in product and technical calls, participates in customer driven surveys and assessments
• Participates in rotating on-call service pool to support customers’ needs outside the normal 8-5 workday.
• Additional duties as assigned.

Knowledge, Skills, Abilities

Accountability - Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs and performs one’s job with the broader goals in mind. Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in the organization’s success.

Customer Focus - Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies, or carrying out one’s own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions. Has a strong record for making decisions that are correct and accurate. Applies strategies to implement effective decision-making during crises.

Interpersonal Relationships - Demonstrates appropriate and professional behavior at all times. Uses a high degree of tact and diplomacy in working with others. Models and exercises sound judgment regarding personal conduct. Is aware of one’s own style or preference and its impact on others. Earns the respect of others.

Problem Solving and Critical Thinking - Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary. Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively. Gets input from internal/external contacts who are closest to the problem. **

Education / Experience Requirements**

• Bachelor’s degree in information technology or related, preferred, or relevant experience.
• 5+ years of technical support engineering experience in a call center environment. Technology Services or Managed Service Provider industry experience required.
• Required: ShoreTel Implementation Specialist/UCSI
• Preferred: ShoreTel Advanced Support Engineer/UCSE
• Preferred: Mitel MiVoice Business/Mitel MiVoice Business Contact Center
• Excellent Layer 2 & 3 networking skills including strong knowledge and proficiency in industry-standard networking technologies and infrastructures including cabling, LAN, WAN, and various telecommunication access methods, DNS based Global Server Load Balancing (GSLB) theory as well as legacy networking technologies and system interdependencies. Cloud & Virtualization technologies preferred.
• End-to-end process thinker, with proven experience in business processes and workflow design.
• Service awareness of all organization’s key product and service offerings for which support is being provided.
• Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
• Excellent problem-solving skills with demonstrated success in root cause analysis.
• Demonstrated experience of continuously expanding and leveraging knowledge of technology, market, and industry trends with success in identifying, recommending, and implementing best practices and methodologies.
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud-based technology systems.

Supervisory Responsibility

This position has no direct reports.