C1: 1 Contact, 1 Connection, 1 Choice

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.

The Maintenance and Monitoring Tool Engineer has the responsibility to maintain, implement and troubleshoot ConvergeOne Monitoring tools.  These may include but are not limited to ScienceLogic EM7, PRTG, SAL (customer GW and C1 concentrators) and ConvergeoneVision (powered by Nectar) and various other support systems and databases. The Maintenance and Monitoring Tool Engineer will also be required to perform demonstrations of the tools to prospective customers and conduct customer security reviews in support of the sale of maintenance and managed services.

• Assists or performs installation, configuration and troubleshooting the different tools
• Validates customer connectivity is properly configured and working as excepted
• Performs investigations and Root Case Analysis on major issues, as requested / directed
• Documents all process and procedures related to the tools environment
• Participates in Continuous Improvement initiatives to ensure process documentation remains relevant
• Performs demonstrations of the tools to current and prospective customers in conjunction with sales of maintenance and managed services
• Assists in internal escalations for issues with the tools and external escalations to the tool manufacturer (if needed)
• Diagnoses and evaluates complex issues
• Maintains Management of Service Request and Incident tickets using the ConvergeOne ticking system
• Completes customer audit to ensure all devices are properly configured for monitoring
• Provides solutions to a diverse range of complex problems
• Takes charge and responsibility to provide leadership to client and the CSC, and consistently exceeds client expectations
• Provides accurate and timely updates on project work to the client and CSC leadership and staff as required/directed
• Manages positive customer satisfaction levels
• Performs all job functions in a positive, highly professional demeanor
• Performs periodic performance reporting to support capacity planning
• Liaises with tool manufacturers for ongoing hardware/software needs as product lifecycles occur
• Conducts training of CSC support staff and management as requested / required
• Manages and assists team member’s projects and troubles associated with installation, configuration and troubleshooting the physical and virtual server instances
• Performs engineering of Service Agreement (SA)-related solutions for various project and operational needs
• Installs new/rebuilds existing servers and configures hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
• Develops and maintains installation and configuration procedures
• Performs daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups

Required Qualifications

• 3+ years of experience in customer relationship management
• Experience working in large corporate environments (minimum of 5,000 user environments)
• 5+ years background in telecommunications or data network maintenance and/or monitoring
• 3+ years Windows or Linux server environment administration and/or use
• Expert in configuration and modification of SNMP based alerting
• Working knowledge of Networking protocols and firewall configuration
• Working knowledge in SAT commands
• Exceptional, definable leadership experience with proven results  
• Highly knowledgeable of technology industry trends and strategies
• Ability to communicate (orally and written) clearly and effectively in English
• Superior negotiation, coordination, and conflict resolution skills
• Strong analytical , interpersonal, and relationship building skills
• Strong sense of urgency and commitment  to get the job done
• Strong work ethic and personal drive to excel 
• Exceptional organizational skills and attention to detail
• Knowledge of computer based information systems
• 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

Desired/Preferred Qualifications

• Avaya Certified, ACS, or ACE
• Expert in Avaya products and MIB’s
• Tools Manufacturer Certified (ScienceLogic, PRTG, etc)
• Data Manufacturer Certified (Cisco, Juniper, Extreme, etc) , CCNA equivalent  or above
• More than casual exposure to a best practice framework:  3+ years practical experience and holder of valued certification such as Six Sigma Green Belt, or ITIL Foundations

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>