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Contract to hire
Overview:
Perform implementation of and service of clients software and hardware solutions at customer sites in the region.
Duties and Responsibilities
Once a dispatch and Service Order (SO) has been assigned, the FE becomes the primary owner of the ticket for the Customer. Ownership of the tickets and SO include the following responsibilities for either service or implementation:
Service duties:
Collaborate with previous ticket owner, colleagues and other resources to gain a better understanding of the issue(s).
Accept cases in line with escalation policies and respond to Customer Service Level agreements, escalating issues to management, as necessary.
Effectively manage time to respond to service calls in a timely fashion.
Check Vantive for other issues already open for the client/site and update ticket on a daily basis with status of each open issue until issue is resolved.
Replace hardware components on commercial servers and client servers.
Complete unfinished installations and perform system test procedures.
Troubleshoot and resolve issues that cannot be solved remotely.
Perform smaller scale - move, add or changes of client equipment.
Implementation duties:
Prepare for on-site installations by reviewing site requirements. Obtain software and review relevant documentation prior to visiting customer sites.
Stage the installation and upgrades in a lab environment prior to the site visit when necessary.
Assist the Project Manager and customer in preparing for client side application roll outs and training room setup.
Perform implementation of software and hardware solutions, integrating with the customers network, PBX, and CTI equipment.
Troubleshoot and resolve technical issues as they occur. Maintain ownership of issues that are escalated by working together with lead engineers and support personnel.
Provide basic system administration training to technical users.
Remotely solve issues for various customers when working from the office.
During each phase the FE is expected to manage the customer relationship and expectations, communicate effectively, and troubleshoot and resolve technical issues.
For both functions:
Effectively manage time and maintain regular communication and updates to both customer and management.
Document accounting of activities and time on a daily basis with timely submission of reports and expenses per company guidelines.
Participate in training classes, or special projects as needed.
Education:
3 to 5 years field experience
AS/BS degree Computer Science or in a related field
A+ Certification
Network Certification
H.P. Certification
MCSE Certification
Microsoft Certified Professional (MCP)
SQL
Certification in Cisco, Citrix, and telephony related products welcomed.
Skills:
Excellent verbal and written communication skills
Exceptional customer service orientation and abilities especially in high pressure situations
Excellent follow up and reporting ability (customer service reports, overtime billing, etc.)
Willingness to learn new technology and the corresponding upgrades and changes.
Excellent analytical and problem solving skills.
Experience:
Must have a minimum of 3 years experience of implementing systems and providing high-level customer service.
Experience working directly with clients as a vendor or consultant.
Must have very strong PC knowledge (NT/2000/XP) and Microsoft Network knowledge.
Must have very strong knowledge of server (Windows 2000, 2003) and networking (TCP/IP, hubs, routers, switches, Firewalls).
Experience with IIS, Active directory, MS Terminal Server, Citrix MetaFrame, SMS Server, SNMP, .Net and VoIP.
Knowledge of SQL structure and basic commands.
Hand-on experience configuring and servicing commercial servers including HP/DELL/IBM such as troubleshooting and replacing hard drives, CPU, memory, controller cars, SCSI devices and cables.
Experience deploying or integrating telephony and CTI solutions.
Experience working with Avaya, Nortel, Aspect, Rockwell phone switches welcomed.
Experience working with predictive dialers (Mosaix, Davox) and CTI servers (Geotel, Genesys, Symposium, CT, AES)
Familiarity and/or certification on CLIENT products or Dictaphone CRS products an asset.
Other Requirements:
50-75% travel - primarily within a defined region. It may be required, from time to time, to dispatch an FE to clients outside of his/her local area, out-of-state, or to other regions for which the company provides support. Work independently with minimal supervision (managed centrally, deployed nationally). Utilize reliable, personal vehicle for company business per company travel reimbursement policy. Must have the availability for extensive travel on a short notice basis and to work outside of a regular 8 hour (8-5) work day. Working night and weekend hours occurs on a regular basis.
It is NOT ok to contact this poster with commercial interests.
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