Senior Engineer

Company Overview

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 Senior Engineer has the responsibility to serve as an escalation point to assist the C1 Customer Success Center (CSC) engineers with managing, troubleshooting and supporting issues for C1’s maintenance and managed services customer base. The SE position will be expected to develop and provide mentoring and training for the CSC engineering group. This position will require attainment of expert level certifications related to their area of expertise.

• 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 “How To” 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

• Five or more years’ experience in the installation and maintenance of SBC (Ribbon, Oracle and Audio Codes)
• Ability to work with little or no supervision

• Ability to effectively present information to customer groups in written and verbal formats
• Ability to effectively respond to common inquiries or complaints
• Technological
  
  Skills:
• Session Border Controller (SBC)
• SIP
• Voice Mail Applications
• Audio Teleconferencing
• Automatic Call Distribution (ACD)
• High-Speed Dedicated Data link
• Computer/Telephone Integration
• Synchronous Optical Network (SONET)
• VOIP
• High-Speed Internet Access
• Wireless

• Skills should be sufficient to be a “Lead Technician”
• Ability to organize and prioritize responsibilities, with an intense attention to detail. Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to apply principles of logical thinking to a wide range of intellectual and practical problems

• 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
• Medical Coverage (3 platforms: United Healthcare, 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/ Plans
• Tele Health
• Wellness via Omada Health (healthy living solution)
• Travel Assistance
• Business Travel Accident Coverage
• Medical for foreign travel coverage
• Employer-paid Pet Telehealth
• Accident…