CCI Systems

Support Engineer

• Achieve and maintain technical familiarity with all Guide Star Customer SOWs, networks, and technical infrastructure.
• Monitor, troubleshoot, and support internal and customer networks, servers, applications, endpoints, and virtual infrastructure.
• Monitor ticketing application for tickets assigned to various internal and customer-based ticket queues; triage, and process tickets based on priority and SLA.
• Create and manage vendor support cases on customer behalf.
• Utilize and understand customer security applications ensuring strong cyber security support for all customer devices.
• Install, upgrade, test, or configure workstations, peripheral equipment, and software to support customer needs.
• Maintain inventory and monitor health of managed equipment and software, with remote management software.
• Assist with onboarding of new customers and employees.
• Maintain departmental knowledge resources.
• Provide weekly/monthly reporting on trends and activities, if requested.
• Maintain documentation and perform proactive maintenance on customer networks.
• Ensure confidentiality of company and customer information.

Technical Support Specialist I

Project Manager

• Liaison between cities and jurisdictions, and build meaningful, long-term relationships in various markets.
• Guide teams and participate with research and prepare documentation for required permits, right of ways, easements, and land use for telecom projects.
• Create and maintain reports, while tracking progress of multiple projects – for complying with conditions of approvals from municipalities for meeting customer delivery deadlines.
• Obtain all necessary permitting / zoning approval from Federal, State, and local agencies - Inform other internal functional groups about requirements and regulations of government entities and municipalities to assist with compliance with general conditions of approvals at permit and construction stages of the project, and to meet project timelines.
• Oversees the preparation and submission of permit packages for permit applications adhering to strict standards and regulations.
• Monitor staffing needs in the project group along with maintaining staffing projections.
• Ensure that a Scope of Work is in place for all their projects.
• Create and adhere to revenue, gross profit, accounts receivable, and staffing forecasts.
• Act as the liaison between customers and the internal operations of the project group. This is to ensure that customer’s expectations are met and maintain goodwill for future business.
• Execute project implementation/startup and continuous production management.
• Monitor projects to improve the quality of the work and to reduce the time and cost of project throughput.
• Create and promote the company image through exercising sound and ethical business practices as related to employees, the public and customers. This includes ensuring that service and quality provided to customers is superior to that of our competition.
• Meet regularly with key personnel to ensure that information flows in both directions and to ensure that stated goals and objectives are met.
• Implement corrective actions, as appropriate, on any project to meet cost targets, and completion schedules.
• Ensures subordinates’ abilities are adequate for their responsibilities and develops training and cross training for ongoing skill development.
• Assist personnel with interpreting customer drawings, project documentation, and technical specifications.
• Conducts performance reviews for all direct reports. Does follow up on reviews with substandard grading. Create an environment in which the rating of an average employee is continually challenged. Create goals for employee during review and have mid-year follow up on said goals.
• Complete invoicing within Service Level Agreements including follow up on unpaid invoices. Make sure purchase orders are in place prior to work startup. Perform other related duties as assigned by their supervisor.

Technical Support Specialist I

Permitting Project Manager