Carousel Industries

  • Senior Convergence Specialist

    Posted Date 1 month ago(4/17/2018 10:24 AM)
    ID
    2018-2346
    # of Openings
    1
    Job Location
    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

    Position Summary:

    Responsible for monitoring all client related network activity and triaging, diagnosing and remediating more complex 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.

     

     

    Customer Support

    • Acts as an escalation point for alert response and incident/problem resolution.
    • Provides guidance and assistance to Technical Analyst with basic technology related issues.
    • 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 be assigned to different work schedules and/or 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.

    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.

    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.

    Developing Knowledge of Internal Process, Systems and Technology

    • Solid foundation of knowledge in at least one area of technology including at least one certification in product disciplines and begins to train in a second discipline, working towards additional certification(s).
    • Continues to 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.
    • Work to develop a deeper understanding of NOC operations, including commonly used software, hardware and other equipment used to support Carousel clients; use experience to make any appropriate recommendations.
    • 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.

    Internal Support Responsibilities

    • Advanced support of Carousel’s Avaya IP Telephony (Stations/LSP’s/Gateways).
    • Advanced monitoring and maintenance of the Corporate Network.
    • Provide intermediate hardware support (Desktop/Mobile Devices/Servicers) to the business.
    • Assist end users with basic troubleshooting.

    Qualifications

     

    • High School Diploma or equivalent required.
    • Associates Degree preferred or minimum 4 years of experience in a technical role required.
    • 2-5 years of increased responsibility and demonstrated knowledge of converged technologies.
    • Ability to provide technical support over the phone; strong telephone skills, professional demeanor, previous customer service experience required.
    • Knowledge of traditional voice, data and converged technologies, with desire to learn new technologies.
    • Excellent communication, organizational and time management skills.
    • Strong troubleshooting, problem solving and analytical 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).

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