Senior Engineer
C1
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $60,000 - $90,000 per year
Job Level
Tech Stack
About the role
- Manages assigned trouble incidents to resolution
- Possesses expert skills in the respective technologies 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
Requirements
- Bachelor’s degree in Computer Information Systems, Accounting, or Business; candidates may have a high school diploma with 5 years of experience in supporting technology.
- 7+ years experience with advanced troubleshooting on one or more Enterprise level products
- Experience in VOIP technologies, (to include, but not limited to, SIP, H.323, virtualization) 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)
Benefits
- 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
- Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)
- RX Home Delivery
- 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 or optional Self-paid)
- Paid Parental Leave (4 weeks at 100%)
- Employee Assistance Plan
- Voluntary Life Insurance for team member, spouse and child
- Voluntary Accidental Death for team member and spouse
- Legal/ID Theft Plans
- TeleHealth
- Wellness via Omada Health (healthy living solution)
- Travel Assistance
- Business Travel Accident Coverage
- Medical for foreign travel coverage
- Employer-paid Pet Telehealth
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Volunteer Time Off
- 10 Holidays
- Summer Sizzle
- On Demand Pay (Daily Pay)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingVOIP technologiesSIPH.323virtualizationpacket captureroot cause analysisinstallation of upgradesbackup recoveryknowledgebase development
Soft skills
mentoringanalytical skillsinterpersonal skillsrelationship buildingorganizational skillsattention to detailleadershipcustomer satisfactionadaptabilitycommunication skills