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Convergeone India
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Advanced Diagnostic Engineer

Advanced Diagnostic Engineer

Convergeone India

5 - 10 years

30 - 35 Lacs

hyderabad

Posted:1 week ago| Platform:

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Skills Required

change management linux wan consulting lan healthcare mcse ms office microsoft cisco

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

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 we'll 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

Desired/Preferred Qualifications

VMWare DCV
Cisco CCIE, CCNP
KVM Linux on RHEL
Microsoft Certified Solutions Expert (MCSE)
CompTIA Linux+
AVAYA ACE (or equivalent)

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 we'll 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

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 we'llness 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

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Advanced Diagnostic Engineer