Carousel Industries

Convergence Technician

1 month ago
ID
2017-2245
# of Openings
1
US-RI-Exeter

Company Overview

Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 offices–with three Network Operating Centers nationwide.

We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at www.carouselindustries.com, Facebook, Twitter, and LinkedIn.

 

 

Responsibilities

This is an entry-level position for the Converged Services Group, which supports Carousel’s customers along with the business’s technology needs. Convergence Technicians are responsible for monitoring both internal & client related network activity and triaging, diagnosing and remediating initial, voice, data and/or converged technology related problems. Work as a team with vendors, client personnel, various support teams and project personnel. Utilize existing tools to proactively recognize issues and trends. Work to provide timely and effective resolution of issues to meet business requirements and Service Level Agreements. Provide follow up to ensure proper problem and resolution management is being done to prevent recurring incidents.

 

Responsibilities:

 

I. Customer Support

  • Acts as initial point of contact in alert response and incident/problem resolution.
  • Responsible for identifying source of incident and issues including detection of system, application or performance degradation or unavailability.
  • Triage, diagnose and remediate client problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations.
  • Coordinates all required resources for applying fixes to recurring incidents and issues.
  • Recognize and appropriately escalates client issues to proper resources in the event resolution cannot be reached, including providing detailed and immediate notification and updates to key individuals/groups affected.
  • Maintain discipline and professionalism during all interactions and in all verbal or written communications.
  • Ability to access and navigate 3rd party ticketing systems and support sites in order to obtain and apply firmware, software, and licenses.
  • Ability to be assigned to different work schedules/shifts outside of normal working schedule to meet business needs. This may include, but is not limited to, participating in on-call rotation with peers and/or providing coverage on holidays in order to meet 24x7 response requirements.

II. Reporting/ Information Resources

  • Performs routine reporting and analysis of data elements via various client access methods/ systems.
  • Responsible for inputting data into Carousel’s ticketing, alarming and other internal tracking systems.
  • Identifies and researches account discrepancies to ensure data consistency between systems.
  • Corrects and updates system information as needed.

III. Analysis, Problem Solving and Service Planning

  • Responsible for making decisions in resolving problems of a technical nature within pre-defined limits, referring anything of a more complex nature to team members/senior staff.
  • Responds to all inquiries effectively and responsively, deciding upon appropriate follow-up action.
  • Plan and organize own day to day tasks within the parameters set out by senior staff in line with service delivery
  • Document troubleshooting steps and results within ticketing system(s) in a concise and detailed manner.

IV. Developing Knowledge of Internal Process, Systems and Technology

  • Develop solid working knowledge of the support area(s) assigned, as well as knowledge of peripheral support areas assigned to the team.
  • Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
  • Learn fundamental operations of commonly used software, hardware and other equipment used to support Carousel clients.
  • Become familiar with available help resources; stay updated on technology changes or problems.
  • Understand individual and departmental goals and the direction to achieve the goals.

V. Internal Support Responsibilities

  • Works to support Carousel’s Basic Avaya IP Telephony (Stations/LSP’s/Gateways).
  • Basic networking monitoring and maintenance on the Corporate Network.
  • Provides hardware support (Desktop/Mobile Devices/Servicers) to the business.
  • Assist end users with basic troubleshooting.
  • Basic Documentation Skills required.

Qualifications

  • High School Diploma or equivalent required.
  • Associates Degree preferred; or minimum of 2 years of experience in a technical role required.
  • Prior experience working in a technical call center or helpdesk environment.
  • Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
  • Knowledge of traditional voice, data and converged technologies, with desire to learn new technologies.
  • Excellent communication, organizational and time management skills.
  • Ability to work independently as well in a team environment.
  • Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.
  • Strong computer skills, including intermediate typing abilities.
  • Experience with Microsoft Office – intermediate to advanced (preferred)

 

 

Carousel Industries is an Equal Opportunity Employer.

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