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Job Title: Appliance Engineer - Operations Support
Status: Full-time
Job Location: Syracuse, NY
Job Summary:
An Appliance Engineer – Operations Support is an individual who is well versed in the understanding of Information Technology and strategic business acumen. The role requires both a broad knowledge of converged networked environments, systems management, operational support and business systems. The Appliance Engineer – Operations Support is primarily focused on ensuring that internal and external customers, in conjunction with ShoreGroup products and services, can successfully interact and/or comply with ShoreGroup operational and support policies, procedures and processes.
The Appliance Engineer – Operations Support applies Business Support Systems knowledge supporting customers in the areas of Network Management, Service Delivery, Customer Service and billing. The Appliance Engineer – Operations Support is a process oriented, detailed driven, analytical, organized and resourceful individual and is expected to maintain and/or foster effective customer communications skills.
The Appliance Engineer – Operations Support must have a successful track record managing projects, initiatives and/or deliverables through completion. The role requires an individual who is confident under pressure and a proven ability in expectation management. The Appliance Engineer – Operations Support ensures a high degree of customer satisfaction.
Job Duties and/or Requirements:
ShoreGroup pre- and post-sale operational support tasks include, but are not limited to the following:
- System procurement, tracking and deployment support
- Operational billing initiatives
- Operational billing support tasks
- Pre-sales support tasks
- Implementation and Activation support
- System quality assurance tasks
- System audit and reconciliation tasks
- Customer support
- Change Management, Device Management and Service Management support tasks
- Priority response tasks
- Product management support
- Operational training and/or knowledge transfer activities
- On-call support
The Appliance Engineer – Operations Support must be willing and able to travel to support post-sale support requirements.
Creation of product and/or system specification documents.
Functional testing including the development of test plans associated with new product and/or feature releases.
Project and task management: As required, successfully manage the initiation, planning, execution and closing of assigned project initiatives.
Documentation: Develops procedures for implementation, support and/or maintenance of ShoreGroup products and/or support requirements.
From time-to-time ShoreGroup may require its members to obtain additional certification levels required to achieve the objectives of the company. ShoreGroup will support the educational development required to achieve these additional certification levels.
Pre-sale support: This includes product demonstration, cost generation and/or analysis tasks, scope and/or statement of work development, sales meetings, presentations, product training, and formal and informal RFP responses. The Appliance Engineer – Operations Support must be willing and able to travel to support pre-sale support requirements.
Other duties: Participate in special projects and perform related duties as assigned by department management. Additional duties may include after-hour support and/or on-call support duties.
Knowledge and/or Skill Requirements:
This position requires:
- Two (2) years experience as a Network/Systems Administrator and/or IT Support preferably in a data or converged networking environment.
- Two (2) years experience in a business operational support or business support systems is required.
- General Linux (Unix) and Windows system administration skills. Familiarity with database structures and administration is preferred.
- Verified technical training and/or a college degree may be considered in lieu of work experience.
Ability to work independently with customers both on location and over the phone. Strong analytical and problem solving skills are required.
An Appliance Engineer – Operations Support has a broad knowledge of converged networked environment device types, business processes, data (management and integrity) management and business management.
A general working knowledge of the following areas is also required: Cisco Collaboration Products (including Voice and Unified Communications), Cisco Foundation Products, entitlement management, software auditing (physical, feature and/or functional), billing management, and operational support.
Effective oral and written communications skills are required. An Appliance Engineer – Operations Support is expected to be able to give impromptu written and oral presentations to internal and external customers. As demonstrated by a combination of work and/or project experience, an Appliance Engineer – Operations Support is expected to posses the skill to manage specific milestones identified as part of a project.
Extensive computer skills, including the use office productivity tools, such as word processing, spreadsheet, presentation software, and e-mail are also required.
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