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.

Overview

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).

Qualifications

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

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% 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. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm<http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm> Notice of E-Verify Participation
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf <https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf> Right to Work
https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf<https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf>

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