Careers at SMS

Financial and Budget Analyst

Responsibilities

The Financial and Budget Analyst will be involved in the following:

• Performing detailed analysis of financial data including cost and profitability reporting
• Reconciliation of certain balance sheet and expense accounts
• Assistance in preparation of budgets, data extraction, from the ERP system
• Customization of the information to assist the senior management in the decision making process.
• Other related duties and participate in special projects

Required Education: Bachelor's degree in Accounting or Finance

Required Experience: Minimum 2 years of experience in public accounting

Required Skills

Candidate must possess:

• Excellent analytical, conceptual, communication and interpersonal skills
• Advanced PC skills, particularly with Microsoft Excel, are a must
• Experience with Microsoft Access, MAS500 or similar ERP system, Crystal Reports, or FRx will be contributing factors when reviewing qualified candidates

Senior Business Systems Analyst

Essential Duties and Responsibilities

• Review, analyze and evaluate user needs against existing systems in order to determine the most effective means of satisfying the specific user requirements within prevailing business and technical strategies
• Provide detailed descriptions of user needs, program functions and steps required to develop or modify business systems
• Participate in and/or direct the documentation that describes program development, logic, coding, and corrections as well as manuals for users
• Lead in the effort to continuously improve the capability, resilience and applicability of the singlePoint Tools set
• Lead in the development of documentation and presentation materials that communicate the overall and specific capabilities, value and applicability of the singlePoint Tools set
• Participate in the development of technical and business strategy and the specific tactical planning that support them

Minimum Qualifications

• BS in Computer Science or equivalent work experience required
• Minimum 5 yrs experience in systems analysis and design
• 3-5 years experience in a leadership position involving the development of business and technical strategy
  
• Able to work with little supervision, under, at times, tight deadlines with limited or conflicting information
• Demonstrated ability to lead the business and technical teams in order to drive projects to completion is required
• Strong verbal and written communications skills
  
• Experience working for commercial service providers a plus
• Knowledge of Network Management technologies a plus
• Experience working within an agile development team/methodology

Work Environment

• BS in Computer Science or equivalent work experience required
• Minimum 5 yrs experience in systems analysis and design
• 3-5 years experience in a leadership position involving the development of business and technical strategy
• Able to work with little supervision, under, at times, tight deadlines with limited or conflicting information

Contact Center Agent

The Contact Center Agent will routinely perform a variety of basic to complex customer service functions including opening new incidents, documenting Field Engineer and customer communications, providing information, researching problems, and offering exceptional customer care via telephone and email; as well as any related duties as assigned.

A Contact Center Agent will provide a variety of services to SMS’s increasingly diverse customer base by telephone and via email, ranging from opening new service incidents and providing information to handling difficult customer escalation situations.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not necessarily exclude them from the position:

• Responds to a high volume of customer transactions, customer requests by telephone, voicemail, or by email to initiate or update service incidents; obtains required account information data; enters the data on-line into singlePoint or other database; explains escalation processes to customer as needed; accurately records all information in customer account records.
• Answers correspondence and questions by telephone and via email about open or previous service calls, routinely reviews open incidents to ensure SLA adherence; conducts research to answer customer inquiries; follows up with customers and/or engagement manager to provide information on actions taken.
• Responds to a high volume of customer transactions to initiate service calls, update existing issues, or complete and properly close the incident, including all required information and detail. Appropriately refers customers who are irate or who have complex, specialized or unusually sensitive account situations to management as needed.
• Provides backup to various Contact Center queues and responsibilities as needed.
• Assists in special projects as time permits.

Minimum Qualifications:
Knowledge of advanced customer service practices and customer-oriented telephone etiquette; standard office practices and procedures; sound business communication practices; correct English usage, including spelling, grammar and punctuation.

Ability to adapt quickly to change, operate telephone and other standard office equipment; handle tactfully and effectively sensitive customer relations situations; quickly, efficiently and calmly handle a high volume of customer interactions by telephone and by email; interpret, explain and apply standard company policies as well as use sound judgment to reach decisions in accordance with rules and policies; understand and carry out written and oral instructions; communicate clearly and effectively orally and in writing; prepare clear, accurate and concise computer entries and basic correspondence; maintain sensitive and confidential information; use tact, discretion, patience and understanding in dealing with customers and co workers; establish and maintain highly effective working relationships with Field staff, customers and all others encountered in the course of work; multi-task, and prioritize while maintaining accuracy; access both day-to-day and one-off situations to determine best practices, routinely offer creative and innovative suggestions for process improvements.

Key Competencies:

• Verbal and written communication skills
• Listening skills
• Problem analysis and resolution
• Customer service orientation
• Organizational skills
• Attention to detail
• Initiative
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience
• Persuasiveness, negotiation skills
• Work under pressure
• High energy level
• Planning skills

Training and Experience:
High school or G.E.D. equivalent and three years of Contact Center or customer service experience, or an equivalent combination of training and experience. Experience with customer service/dispatch in a high volume technical environment is highly desirable.

Physical Demands:
While performing the duties of this position, employees are regularly required to sit; talk or hear, both in person and by telephone; and use hands repetitively to operate, finger, handle or feel office equipment; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance and the ability to adjust focus.

Mental Demands:
While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret complex data and information; analyze and solve customer problems; observe and interpret situations; learn and apply new information; rapidly perform highly detailed work on multiple, concurrent tasks; work with constant interruptions; interact with Field staff, customers who may be either highly technical or have little working knowledge of the equipment they are calling about.

Work Enviroment:
Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet. Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet.

Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts. Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts. Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet. Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts.

Position Hours:
Hours for this postion are as follows:

• Monday through Friday 8am - 5pm

Contact Center Agent

The Contact Center Agent will routinely perform a variety of basic to complex customer service functions including opening new incidents, documenting Field Engineer and customer communications, providing information, researching problems, and offering exceptional customer care via telephone and email; as well as any related duties as assigned.

A Contact Center Agent will provide a variety of services to SMS’s increasingly diverse customer base by telephone and via email, ranging from opening new service incidents and providing information to handling difficult customer escalation situations.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not necessarily exclude them from the position:

• Responds to a high volume of customer transactions, customer requests by telephone, voicemail, or by email to initiate or update service incidents; obtains required account information data; enters the data on-line into singlePoint or other database; explains escalation processes to customer as needed; accurately records all information in customer account records.
• Answers correspondence and questions by telephone and via email about open or previous service calls, routinely reviews open incidents to ensure SLA adherence; conducts research to answer customer inquiries; follows up with customers and/or engagement manager to provide information on actions taken.
• Responds to a high volume of customer transactions to initiate service calls, update existing issues, or complete and properly close the incident, including all required information and detail. Appropriately refers customers who are irate or who have complex, specialized or unusually sensitive account situations to management as needed.
• Provides backup to various Contact Center queues and responsibilities as needed.
• Assists in special projects as time permits.

Minimum Qualifications:

Ability to adapt quickly to change, operate telephone and other standard office equipment; handle tactfully and effectively sensitive customer relations situations; quickly, efficiently and calmly handle a high volume of customer interactions by telephone and by email; interpret, explain and apply standard company policies as well as use sound judgment to reach decisions in accordance with rules and policies; understand and carry out written and oral instructions; communicate clearly and effectively orally and in writing; prepare clear, accurate and concise computer entries and basic correspondence; maintain sensitive and confidential information; use tact, discretion, patience and understanding in dealing with customers and co workers; establish and maintain highly effective working relationships with Field staff, customers and all others encountered in the course of work; multi-task, and prioritize while maintaining accuracy; access both day-to-day and one-off situations to determine best practices, routinely offer creative and innovative suggestions for process improvements.

Key Competencies:

• Verbal and written communication skills
• Listening skills
• Problem analysis and resolution
• Customer service orientation
• Organizational skills
• Attention to detail
• Initiative
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience
• Persuasiveness, negotiation skills
• Work under pressure
• High energy level
• Planning skills

Training and Experience:
High school or G.E.D. equivalent and three years of Contact Center or customer service experience, or an equivalent combination of training and experience. Experience with customer service/dispatch in a high volume technical environment is highly desirable.

Physical Demands:
While performing the duties of this position, employees are regularly required to sit; talk or hear, both in person and by telephone; and use hands repetitively to operate, finger, handle or feel office equipment; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance and the ability to adjust focus.

Mental Demands:
While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret complex data and information; analyze and solve customer problems; observe and interpret situations; learn and apply new information; rapidly perform highly detailed work on multiple, concurrent tasks; work with constant interruptions; interact with Field staff, customers who may be either highly technical or have little working knowledge of the equipment they are calling about.

Work Enviroment:
Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet. Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet.

Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts. Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts. Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet. Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts.

Position Hours:
Hours for this postion are as follows:

• Thursday 7pm - 7am
• Friday 8pm - 7am
• Saturday 6pm - 7am

Contact Center Agent

The Contact Center Agent will routinely perform a variety of basic to complex customer service functions including opening new incidents, documenting Field Engineer and customer communications, providing information, researching problems, and offering exceptional customer care via telephone and email; as well as any related duties as assigned.

A Contact Center Agent will provide a variety of services to SMS’s increasingly diverse customer base by telephone and via email, ranging from opening new service incidents and providing information to handling difficult customer escalation situations.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not necessarily exclude them from the position:

• Responds to a high volume of customer transactions, customer requests by telephone, voicemail, or by email to initiate or update service incidents; obtains required account information data; enters the data on-line into singlePoint or other database; explains escalation processes to customer as needed; accurately records all information in customer account records.
• Answers correspondence and questions by telephone and via email about open or previous service calls, routinely reviews open incidents to ensure SLA adherence; conducts research to answer customer inquiries; follows up with customers and/or engagement manager to provide information on actions taken.
• Responds to a high volume of customer transactions to initiate service calls, update existing issues, or complete and properly close the incident, including all required information and detail. Appropriately refers customers who are irate or who have complex, specialized or unusually sensitive account situations to management as needed.
• Provides backup to various Contact Center queues and responsibilities as needed.
• Assists in special projects as time permits.

Minimum Qualifications:
Knowledge of advanced customer service practices and customer-oriented telephone etiquette; standard office practices and procedures; sound busness communication practices; correct English usage, including spelling, grammar and punctuation.

Ability to adapt quickly to change, operate telephone and other standard office equipment; handle tactfully and effectively sensitive customer relations situations; quickly, efficiently and calmly handle a high volume of customer interactions by telephone and by email; interpret, explain and apply standard company policies as well as use sound judgment to reach decisions in accordance with rules and policies; understand and carry out written and oral instructions; communicate clearly and effectively orally and in writing; prepare clear, accurate and concise computer entries and basic correspondence; maintain sensitive and confidential information; use tact, discretion, patience and understanding in dealing with customers and co workers; establish and maintain highly effective working relationships with Field staff, customers and all others encountered in the course of work; multi-task, and prioritize while maintaining accuracy; access both day-to-day and one-off situations to determine best practices, routinely offer creative and innovative suggestions for process improvements.

Key Competencies:

• Verbal and written communication skills
• Listening skills
• Problem analysis and resolution
• Customer service orientation
• Organizational skills
• Attention to detail
• Initiative
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience
• Persuasiveness, negotiation skills
• Work under pressure
• High energy level
• Planning skills

Training and Experience:
High school or G.E.D. equivalent and three years of Contact Center or customer service experience, or an equivalent combination of training and experience. Experience with customer service/dispatch in a high volume technical environment is highly desirable.

Physical Demands:
While performing the duties of this position, employees are regularly required to sit; talk or hear, both in person and by telephone; and use hands repetitively to operate, finger, handle or feel office equipment; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance and the ability to adjust focus.

Mental Demands:
While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret complex data and information; analyze and solve customer problems; observe and interpret situations; learn and apply new information; rapidly perform highly detailed work on multiple, concurrent tasks; work with constant interruptions; interact with Field staff, customers who may be either highly technical or have little working knowledge of the equipment they are calling about.

Work Enviroment:
Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet. Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet.

Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts. Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts. Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet. Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts.

Position Hours:
Hours for this postion are as follows:

• Monday through Friday 11am - 8pm

Contact Center Agent

The Contact Center Agent will routinely perform a variety of basic to complex customer service functions including opening new incidents, documenting Field Engineer and customer communications, providing information, researching problems, and offering exceptional customer care via telephone and email; as well as any related duties as assigned.

A Contact Center Agent will provide a variety of services to SMS’s increasingly diverse customer base by telephone and via email, ranging from opening new service incidents and providing information to handling difficult customer escalation situations.

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not necessarily exclude them from the position:

• Responds to a high volume of customer transactions, customer requests by telephone, voicemail, or by email to initiate or update service incidents; obtains required account information data; enters the data on-line into singlePoint or other database; explains escalation processes to customer as needed; accurately records all information in customer account records.
• Answers correspondence and questions by telephone and via email about open or previous service calls, routinely reviews open incidents to ensure SLA adherence; conducts research to answer customer inquiries; follows up with customers and/or engagement manager to provide information on actions taken.
• Responds to a high volume of customer transactions to initiate service calls, update existing issues, or complete and properly close the incident, including all required information and detail. Appropriately refers customers who are irate or who have complex, specialized or unusually sensitive account situations to management as needed.
• Provides backup to various Contact Center queues and responsibilities as needed.
• Assists in special projects as time permits.

Minimum Qualifications:
Knowledge of advanced customer service practices and customer-oriented telephone etiquette; standard office practices and procedures; sound business communication practices; correct English usage, including spelling, grammar and punctuation.

Ability to adapt quickly to change, operate telephone and other standard office equipment; handle tactfully and effectively sensitive customer relations situations; quickly, efficiently and calmly handle a high volume of customer interactions by telephone and by email; interpret, explain and apply standard company policies as well as use sound judgment to reach decisions in accordance with rules and policies; understand and carry out written and oral instructions; communicate clearly and effectively orally and in writing; prepare clear, accurate and concise computer entries and basic correspondence; maintain sensitive and confidential information; use tact, discretion, patience and understanding in dealing with customers and co workers; establish and maintain highly effective working relationships with Field staff, customers and all others encountered in the course of work; multi-task, and prioritize while maintaining accuracy; access both day-to-day and one-off situations to determine best practices, routinely offer creative and innovative suggestions for process improvements.

Key Competencies:

• Verbal and written communication skills
• Listening skills
• Problem analysis and resolution
• Customer service orientation
• Organizational skills
• Attention to detail
• Initiative
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience
• Persuasiveness, negotiation skills
• Work under pressure
• High energy level
• Planning skills

Training and Experience:
High school or G.E.D. equivalent and three years of Contact Center or customer service experience, or an equivalent combination of training and experience. Experience with customer service/dispatch in a high volume technical environment is highly desirable.

Physical Demands:
While performing the duties of this position, employees are regularly required to sit; talk or hear, both in person and by telephone; and use hands repetitively to operate, finger, handle or feel office equipment; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance and the ability to adjust focus.

Mental Demands:
While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret complex data and information; analyze and solve customer problems; observe and interpret situations; learn and apply new information; rapidly perform highly detailed work on multiple, concurrent tasks; work with constant interruptions; interact with Field staff, customers who may be either highly technical or have little working knowledge of the equipment they are calling about.

Work Enviroment:
Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet. Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet.

Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts. Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts. Employee’s work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet. Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts.

Position Hours:
Hours for this postion are as follows:

• Sunday 7pm - 7am
• Monday 8pm - 7am
• Tuesday 8pm - 7am
• Wednesday 8pm - 7am

Service Partner Logistics Coordinator

The Service Partner Logistics Coordinator will follow on up all post-sales activities with selected Service Partners for spares deployment, parts stocking guideline adherence, validating the accuracy and completeness of Service Partner’s parts list with Central Engineering (as applicable). The SPLC is the primary interface between Service Partners, Central Engineering and Logistics teams to ensure appropriate resources are engaged during incident resolution. Additionally, it is the responsibility of the SPLC to ensure that all associated paper work is processed completely and accurately, on a timely basis.

Essential Duties and Responsibilities

The SPLC serves as a key member in the Service Partners group responsible for:

• Coordinating pre-service activities with the selected Service Partner to ensure support readiness by the targeted start dates
• Submitting purchase requisitions to SMS logistics for spares on ‘labor only’ support contracts
• Track all spares movement between Service Partner and SMS’s NGL or Service Center, initiating restocking as needed
• Inventory control oversight associated with Service Partner’s engagement.
• Working closely with the Partner Liaison to:
• • Coordinate all communications between Service Partner’s FE/Manager, Central Engineering and Logistics.
  • Ensure and monitor Service Partner’s SLA adherence on a local level
  • Maintain real time documentation of any Service Partner issues, and preparing monthly and quarterly Service Partner Review reports for the Service Partner Manager
  • Organize parts and contingency plans, as needed
• Working closely with Service Partners to assure efficient and effective execution of defined processes
• Creating and maintaining a complete handbook of documentation for all existing, revised and newly implemented processes for Service Partner management, including sample documents, reports and supporting data

Other Duties

The SPLC is required to be aware of all escalated issues, be prepared to intercede where necessary and to keep the Service Partner Manager and Contact Center Management team informed of issues needing their attention.

Minimum Qualifications

Experience: A prior experience in Service Account Management and/or Logistics Management is preferred, as well as a background in the IT maintenance business. An understanding of Core OEM platforms (IBM, HP, Oracle, EMC) would be beneficial as well.

Required Skills

• Strong written and verbal communication skills and the ability to apply them to a broad audience
• Fluidity to multi-task and shift priorities quickly in a highly technical, fast paced environment
• Commitment to maintain accurate recordkeeping and documentation
• Strong follow-up skills
• Self-motivational personality with exceptional attendance and punctuality
• Ability to work in a team-oriented environment while maintaining an individual workload
• Problem-solving ability, particularly when working under pressure
• Ability to perform job duties with a sense of urgency

Partner Liaison

The primary goal of the Partner Liaison is to monitor and manage all partner-related service calls, domestic and international, in conjunction with the Service Partner Manager, the Call Center Manager and any necessary internal support resources to ensure accuracy and expedience in incident closure.

Essential Duties and Responsibilities

• Work a standard Monday thru Friday shift, but will be available 24x7 anytime a Partner driven call requires escalation
• Ensures all partner-related calls meet Service Level Agreements (SLAs) as specified in the customer contract
• Identifies incidents that require involvement of Central Engineering, Area Service Managers, Engagement Managers, and/or senior Management and appropriately establishes a bridge call, taking the role of Crisis Manager
• Ensures that Call Center Agents dispatch the correct partner in a timely manner and proper follow-up times are set
• Works closely with the Call Center Supervisor and Call Center Analyst to advise of contracts that require special attention; recommends coaching advice for Call Center Agents; and corrects any contract notes that will prevent possible points of failure
• Identifies incidents that may be handled by a local office or Logistics and communicates with Area Service Managers and Regional Service Directors for best course of action
• Monitor and measure incident service metrics and ongoing communications throughout the lifecycle of joint incidents
• Coordinate and document all communications between SMS, Client and Partner
• Evaluate and report on partner performance and recommend corrective action as needed
• Participate in the Root Cause Analysis process where Partner involvement is indicated
• Participate in Partner utilization reviews

Other Duties

• When there are no active Partner issues to attend to, the Partner Liaison will work on special projects as assigned by the Call Center Manager or Service Partner Manager, including but not limited to:
  • Assist in research as needed for recruiting and on boarding of new Partners
  • Assist in development of a Partner Relations Best Practices Policy
  • Assist with various projects, such as defining, creating, revising and implementing various Partner processes

Minimum Qualifications

Knowledge of: Advanced customer service practices and customer-oriented telephone etiquette; standard office practices and procedures; sound business communication practices; correct English usage, including spelling, grammar and punctuation.

Ability to: Adapt quickly to change, operate telephone and other standard office equipment; handle tactfully and effectively sensitive customer relations situations; quickly, efficiently and calmly handle a high volume of customer interactions by telephone and by email; interpret, explain and apply standard company policies as well as use sound judgment to reach decisions in accordance with rules and policies; understand and carry out written and oral instructions; communicate clearly and effectively orally and in writing; prepare clear, accurate and concise computer entries and basic correspondence; maintain sensitive and confidential information; use tact, discretion, patience and understanding in dealing with customers and coworkers; establish and maintain highly effective working relationships with Field staff, customers and all others encountered in the course of work; multi-task, and prioritize while maintaining accuracy; access both day-to-day and one-off situations to determine best practices, routinely offer creative and innovative suggestions for process improvements.

Key Competencies:

• Verbal and written communication skills
• Listening skills
• Problem analysis and resolution
• Customer service orientation
• Organizational skills
• Attention to detail
• Initiative
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience
• Persuasiveness, negotiation skills
• Work under pressure
• High energy level
• Planning skills

Training and Experience

High school or G.E.D. equivalent and three years of call center or customer service experience, or an equivalent combination of training and experience. Experience with customer service/dispatch in a high volume technical environment is highly desirable.

Work Environment

Employee's work under normal office conditions involving high telephone volume and computer usage; and the noise level is moderately quiet.

Employee performance is subject to random, periodic work monitoring, including telephone monitoring as well as quality sampling of correspondence and applications processed and adjustments made to accounts.

Automated Alerts Coordinator

Essential Duties and Responsibilities

The Automated Alerts Coordinator (AAC) serves as a key member of the Contact Center organization, and is responsible for:

• Monitoring the SMS Automated Alert Dashboard and inbound email traffic for automated alerts, then
• Acting as a first responder to a variety of automated support requests coming in from client sites and
• • Triaging alert type and creating an incident to record the activity, then
  • Either dispatching a local engineer or escalating to the appropriate Central Engineering group, and
  • Documenting all alerts in the incident, ensuring the responding engineer has visibility to all related existing and incoming notifications
    
• Following up on all open Automated Alert incidents through resolution, gathering and documenting appropriate details such as action plans, work performed, and parts used.
  
• Partnering with various parties within the Central Engineering group to ensure ongoing understanding of existing alert types as well as obtaining training for new types of alerts and/or devices communicating remotely. The AAC will also need to document and communicate changes, upgrades and enhancements to the Contact Center Management staff to ensure there is an appropriate flow of information to the staff as well.
  
• Serve as a liaison between various groups to develop policies and facilitate the implementation of system modules, models and or enhancements. The AAC will work with technical and non-technical staff, as well as inter and intra- department personnel.
  
• Participate in systems development efforts as needed to provide input and contribute to a comprehensive development strategy. The AAC then creates written processes including work instructions, policies, forms and screen mock ups.
  
• Create reports to support quality control and to provide management information. The AAC will generate ongoing routine reports as well as ad-hoc reports as needed.

Other Duties

The AAC is required to be aware of all escalated issues, be prepared to intercede where necessary and to keep the Contact Center Management team informed of issues needing their attention.  This Job Description is not intended to describe every element of the position, and all staff may be asked to perform various job related duties not listed.

Minimum Qualifications

Experience: A prior experience in remote service management is preferred, as well as a background in a high volume Contact Center environment. An understanding of Core OEM platforms (IBM, HP, Oracle, EMC) would be helpful as is experience working directly with technical managers and service engineers.

Required Skills

• Strong analytical and reasoning skills
• Ability to prioritize effectively and work with a sense of urgency
• Ability to work independently or as part of a team with a significant “attention to detail”
• Ability to manage issues to effectively complete in a timely fashion
• Ability to work under pressure
• Strong written and verbal communication skills and the ability to apply them to a broad audience.
• Commitment to maintain accurate recordkeeping and documentation
• Strong follow-up skills
• Self-motivational personality with exceptional attendance and punctuality
• Professional and positive demeanor
• Organized: able to manage and complete multiple projects simultaneously
• Effective at producing required results in a short amount of time
• Follow directions yet applies judgment and can be flexible
• Pro-active: able to note things that need to be done without being prompted and proactively address them

Physical and Other Requirements

• Substantial periods of work utilizing a computer, monitor, keyboard, and mouse
• Must possess mobility to work in a standard office setting and to use standard office  equipment, including a computer, monitor, keyboard, and mouse
• Stamina to maintain attention to detail despite interruptions
• Vision to read printed materials and a computer screen
• Hearing and speech to communicate in person and over the telephone
• Possess reliable transportation
• Willingness to work outside of standard work hours as needed

Specialty

Successful candidates should have 3 plus years of experience providing pro-active and remedial hardware maintenance on servers and peripherals for one or more of the following platforms as well as service management experience.

Platforms covered include:

• IBM pSeries Equipment (RS/6000)
• IBM iSeries Equipment (AS/400)
• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment
• EMC Clariion Storage
• Sun Microsystems
• Hewlett-Packard 9000 Unix
• Hewlett-Packard AlphaServer
• Hewlett-Packard Classic DEC AlphaServer and VAX
• Hewlett-Packard 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Central Engineering Senior Intel Support Engineer

Successful candidates should have 3 plus years of experience providing pro-active and remedial hardware maintenance on servers and peripherals. 

Candidate will research, develop, and implement INTEL hardware/software maintenance service for new product support rollout. Service development will primarily be focused on new INTEL/AMD maintenance products and supportability.

Hardware: Including Servers, Blades, and peripherals from all generic and major OEMs, Dell, IBM, HP and SUN. Hardware support focus with goals of developing various software offerings.

Software: including related Operating system environments which include, but not limited to, Red Hat and SUSE Linux, VMware (required), ESX server, OpenSolaris, and Windows.

 Knowledge on one or more of the following platforms as well as service management experience is a plus

• IBM xSeries Equipment
• Hewlett-Packard ProLiant and classic Compaq servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Dell CLARiiON Storage

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Central Engineering Senior Fujitsu PrimePower Support Engineer

Seeking an experienced full time Support specialist capable of supporting complex IT infrastructure.

The candidate must have an in-depth skills and experience on primary Fujitsu Prime Power hardware and Solaris OS.

Third level Support for Fujitsu hardware and Operating system Skills preference (in the following order):

• Hardware: Fujitsu Primepower servers (PW 250, 450, 650, 850, 900, 1000, 2000, 1500, 2500
• Operating Systems: Solaris: Extensive knowledge of the OS (V8,9 and 10) to the kernel level. Ability to set-up Domains and system configuration file. Use of Remote management tools (integrated or add-on) to diagnose and manage servers and systems problems.
• Application: Knowledge and experience on Veritas and Disk Suite/Volume Manager.

Central Engineering EMC Product Support Engineer

Collects and analyzes overall product failure situation details for quality analysis and/or customer review. Provides specific product services to the field. Works with engineering and project teams to assure future product, feature and function support.

• Provides high-level tech support and product and systems level support in Central Engineering and take problem escalation directly from shift support specialist.
• Provides future product, feature or function support planning. Provides direct service to the field for highly complex configurations, upgrades install/deinstall planning or other unusual technical issues. Works with Tech Support to gather product failure information by analyzing and documenting the failure environment. When required, report on failure in detail and facilitate root cause analysis and a quality solution.
• Applies experience and information gained in above problems to suggest process improvements, documentation updates and education seminars as appropriate. Reproduces problems and verifies support processes to eliminate field problems.
• Architects highly complex, storage solutions across the appropriate engineering environments to meet business requirements or enhance performance.
• Responsible for sharing all acquired knowledge concerning problem resolution with field and other departments as appropriate. Provides occasional training both informal and formal to level 2 and 3 support staff. Builds cases and inputs into the knowledge database.
• Contributes to centralized problem identification and resolution database. Uses knowledge base to determine appropriate action focal point for engineering escalations.
• Responsible for the translation and dissemination of acquired knowledge concerning problem resolution with Level 1 and Level 2 Field and as appropriate customer’s storage administrator.

Skills Requirements:

• Storage (Enterprise): Strong EMC Symmetrix hardware experience
• Able to work with remote teams
• Excellent communication skills is a must

Skills Desired:

• Provides configuration changes and support covering
• • Channel Interface Upgrades & Changes
  • Bin File Changes & Reconfiguration:
  • • Adding drives
    • Removing and adding luns to FA Ports
    • Port Flag changes
    • Create New Logical Volumes, Define Size, RAID Protection, Type
    • Modify Logical Volume Type (Standard, BCV, RDF, & DRV)
    • Create New or Delete current Meta Volumes
    • Add or Remove Logical Volumes from Meta Volumes
    • Creating replication volumes
• Ability to analyze and diagnose ‘Data loss/Data unavailable’ problem. Recover and restore customer critical data from remotely which involves complex analysis of the cache data and restoring it to the correct location.
• EMC Software/Applications: Time Finder, SRDF, Power Path Mirror View, SAN Copy, Recoverypoint, Replication Manager, Open Migrator, Open Replicator, EMC Control Center (ECC), Symmetrix Management Console (SMC), Solutions Enabler, SYMCLI

Central Engineering EMC Support Engineer

Support Engineers serve as key members within the Technical Support organization, responsible for 3 very important functions within the Support group:

• Provide high level of expertise for support of local field service staff
• Research/develop and provide training for hardware/software maintenance and product support
• Provide support to Sales and management with high priority customer sales and situations

Essential Duties and Responsibilities

• An SMS Support Engineer (SE) provides additional levels of technical expertise and experience to supplement local field staff’s technical ability as they perform their duties in the field and in the office--Hardware and/or software
• Work on daily support escalations from the field and have the ability to multitask on multiple escalations when needed
• An SE reviews new equipment for maintainability to insure that our field and support staff can obtain the resources required, and necessary, to maintain the equipment under contract i.e. manuals, training, parts, equipment etc.
• Assists remote offices in the ramp up of large customer sparing preparations as well as assisting in the evaluation, and installation of spare hardware after the acquisition of new hardware maintenance contracts
• Occasionally involved in highly complex site audits and ramp up of new technology to provide training required for maintenance
• Investigates SMS’s ability to deliver “Call Home”, remote notification, or remote monitoring
• Investigate new and improved methods to enhance service delivery

Sales Support:

• Reviews sales proposals for potential issues i.e. firmware levels, patch issues, additional hardware requirements and compatibility issues
• Interfaces with customers in sales related activities, conference calls, technical assessment meetings, and provide support for sales meetings during contract negotiations etc.
• Attends follow up sales meetings on service performance reviews
• Works with Logistics to assist in the acquisition of parts for sparing, associated parts definition, and researching compatibility of parts, as well as assessing probability of failure
• Assesses feasibility of customer requests

Training:

• Develops and delivers internal training classes to the greater SMS Engineering community. These classes are designed to reduce training costs company wide, and facilitate successful service at the national level
• Evaluates OEM and third party training classes for content and value; as well as provide recommendations to regional service management on minimum training requirements necessary to provide service on specific OEM platforms
• Develops tools, and content, within kP to automate technical tip submission and possible archiving of previously submitted technical tips

Desired Skills & Experience

• A background in Engineering, Service and Support is a requirement; however experience in direct field service is not required, but preferred
• Storage (Enterprise): Symmetrix/DMX storage arrays
• Knowledge of RAID sets and other storage technologies
• Ability to collect and analyze logs from various SAN equipment
• Hexadecimal/ASICII conversations
• Knowledge in desktop remote control software and communications
• Superior communication skills is a must
• Ability to work in and with remote teams
• Proficient with Google Apps, MS Word/Excel/Powerpoint, mobile devices (smart phones, laptops, etc.)
• Accountability

Central Engineering EMC Senior Support Engineer

Senior Support Engineers collect and analyze overall product failure situation details for quality analysis and/or customer review. Provides specific product services to the field. Works with engineering and project teams to assure future product, feature and function support.

• Provides high-level tech support and product and systems level support in the Central engineering and taking problem escalation directly from shift support specialist
• Provides future product, feature or function support planning. Provides direct service to the field for highly complex configurations, upgrades install/deinstall planning or other unusual technical issues. Works with Tech Support to gather product failure information by analyzing and documenting the failure environment. When required, report on failure in detail and facilitate root cause analysis and a quality solution
• Applies experience and information gained in above problems to suggest process improvements, documentation updates and education seminars as appropriate. Reproduces problems and verifies support processes to eliminate field problems.
• Architects highly complex, storage solutions across the appropriate engineering environments to meet business requirements or enhance performance
• Provides configuration changes and support covering:
  • Channel Interface Upgrades & Changes
  • Bin File Changes & Reconfiguration:
    • Adding drives
    • Removing and adding luns to FA Ports
    • Port Flag changes
    • Create New Logical Volumes, Define Size, RAID Protection, Type
    • Modify Logical Volume Type (Standard, BCV, RDF, & DRV) Create New or Delete current Meta Volumes
    • Add or Remove Logical Volumes from Meta Volumes
    • Creating replication volumes
• Ability to analyze and diagnose ‘Data loss’ problem. Recover and restore customer critical data from remotely which involves complex analysis of the cache data and restoring it to the correct location
• Provides training both informal and formal to level 2 and 3 support staff. Builds cases and inputs into the knowledge database. Responsible for sharing all acquired knowledge concerning problem resolution with field and other departments as appropriate
• Contributes to centralized problem identification and resolution database. Uses knowledge base to determine appropriate action focal point for engineering escalations
• Responsible for the translation and dissemination of acquired knowledge concerning problem resolution with Level 1 and Level 2 Field and as appropriate customer’s storage administrator

Desired Skills & Experience

• EMC Proven Professional Certification desired
• Storage (Enterprise): EMC Symmetrix DMX800, DMX1000, DMX2000, DMX3000, DMX3, DMX4 and, VMAX
• Storage (Midrange): Clarion storage arrays
• Software/ Applications: Time finder/Clone and Time finder/Mirror, SRDF/A, EMC Power path, Snapshot, Snap view, Snap clone, Mirror View, SAN Copy, Navisphere, Recoverpoint, Replication Manager, Open Migrator, Open Replicator
• Knowledge of monitoring Tools: ECC, SYMCLI, NaviCLI, Navisphere Manager, Fabric Manager
• Virtualization: VMWare
• Knowledge and experienced on Primary OS Platform (Solaris, HP-UX, AIX, Linux & Windows). z/OS and z/VM preferred.

Central Engineering Senior Intel Support Engineer

Successful candidates should have 3 plus years of experience providing pro-active and remedial hardware maintenance on servers and peripherals. 

Candidate will research, develop, and implement INTEL hardware/software maintenance service for new product support rollout. Service development will primarily be focused on new INTEL/AMD maintenance products and supportability.

Hardware: Including Servers, Blades, and peripherals from all generic and major OEMs, Dell, IBM, HP and SUN. Hardware support focus with goals of developing various software offerings.

Software: including related Operating system environments which include, but not limited to, Red Hat and SUSE Linux, VMware (required), ESX server, OpenSolaris, and Windows.

 Knowledge on one or more of the following platforms as well as service management experience is a plus

• IBM xSeries Equipment
• Hewlett-Packard ProLiant and classic Compaq servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Dell CLARiiON Storage

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Central Engineering Senior Network Engineer - Cisco

Senior Network Engineers (SNEs) serve as key members of the Networking Group. They are responsible for four very important functions:

• Provide configuration and troubleshooting support for customer incidents related to Network Support.
• Provide high level of expertise for support of local field service staff.
• Research/develop and provide training for hardware/software maintenance and product support.
• Provide support to Sales and management with high priority customer sales and situations.

Requirements:

• In-depth experience as Tier 2/3 Support for a large Network Operations Center, Managed Services Provider or VAR. Experience with Cisco channel program also desired.
• Experience developing technical whitepapers and training materials
• Management Skills: Excellent written and verbal communication skills. Ability to multi-task in a highly technical, fast paced environment. Self motivated and desire to take initiative to identify and take the lead on areas of the networking business requiring improvement (process, capabilities, etc.). Ability to motivate a somewhat decentralized field engineering team to provide solutions while onsite at the customer environment.
• Certifications: Cisco CCNP or higher required. CCIE a plus

Central Engineering Senior Network Engineer - Juniper

Senior Network Engineers (SNEs) serve as key members of the Networking Group. They are responsible for four very important functions:

• Provide configuration and troubleshooting support for customer incidents related to Network Support.
• Provide high level of expertise for support of local field service staff.
• Research/develop and provide training for hardware/software maintenance and product support.
• Provide support to Sales and management with high priority customer sales and situations.

Requirements:

• In-depth experience as Tier 2/3 Support for a large Network Operations Center, Managed Services Provider or Juniper VAR.
• Experience developing technical whitepapers and training materials
• Management Skills: Excellent written and verbal communication skills. Ability to multi-task in a highly technical, fast paced environment. Self motivated and desire to take initiative to identify and take the lead on areas of the networking business requiring improvement (process, capabilities, etc.). Ability to motivate a somewhat decentralized field engineering team to provide solutions while onsite at the customer environment.
• Certifications: Juniper JNCIP (or equivalent). JNCIE a plus

Central Engineering Intel Product Development Manager

The Intel Product Development Manager serves as a focused member of the Technical Support organization, responible for several very important functions within the support group:

• Research, develop, implement, and support Intel hardware/software maintenance service for new product support rollout. Service Deployment will primarily be focused on new Intel/AMD maintenance products and supportability. Hardware: Including Servers, Blades, and peripherals from all generic and major OEMs, Dell, IBM, HP and SUN. Hardware support focus with goals of developing various software offerings. Software: including related Operating system environments which include, but not limited to, Red Hat Linux, VMware, and ESX server and Windows.
• Manage CE INTEL Support staff in their effort to provide training and direction.
• Engaged directly on projects (hands on) as needed to provide direction to high level INTEL specialists within the CE organization to effectively deliver support documentation, white papers, and technical service documentation to SMS field service staff.
• Provide High level Sales support to Enterprise Sales and management with high priority customer sales engagements.
• VMWARE experience
• Red Hat experience
• IBM xSeries hardware experience i.e. Server Raid, DSA
• HP Proliant Server/Blade hardware experience i.e. Smararray, HPSIM
• Dell Poweredge hardware experience i.e. PERC
• SUN x-series hardware experience i.e. LSI logics raid

The Intel Product Development Manager will oversee Intel Senior Technical Support Engineers as development is crucial to our maintenance service offerings and to the success of the Intel platform service operations company wide.

The breadth and background of this role are part of the keys to success. The Product Development Manager is required to provide management support for Intel Engineering Support operations, Intel technical sales support for the overall Sales organization, and Trainign development for the overall field organization. Must have education and experience in at leasr some of the related hardware and some of the related software.

Experience:

• A background in Engineering, Service, and Support is a requirement; however experience in direct field service is not required, but preferred.
• Interface directly with Customer high-level crisis escalation management items.
• Background in remedial break/fix hardware service experience on HP 9000 systems and peripherals. Experience should include Legacy PA-RISC to Itanium Superdome platforms.
• Highly qualified in the Mission Critical HP-UX Operating Environment with HP 9000 and Integrity systems and peripherals to provide Tier 3 support. Must have direct in-depth knowledge of HP 9000 and Integrity Diagnostics, tools and utilities to facilitate remedial service and assist Field Service in meeting contractual Customer SLAs.

Management skills:

• Excellent written and verbal communication skills.
• Ability to multi-task in a highly technical, fast paced environment.
• Ability to motivate a somewhat decentralized field engineering team to provide solutions while onsite at the customer environment.
• High level of expertise in HP 9000 and HP-UX technical background.
• Experience with the Maintenance Services business.

Central Engineering Senior HP Support Engineer

Senior Support Engineers serve as a key member within the Technical Support organization, responsible for 3 very important functions within the Support group:

• Provide high level of expertise for support of local field service staff
• Research/develop and provide training for hardware maintenance and product support
• Provide support to Sales and management with high priority customer sales and situations

Experience:

• A background in Engineering, Service, and Support is a requirement; however experience in direct field service is not required, but preferred.
• Interface directly with Customer high-level crisis escalation management items.
• Background in remedial break/fix hardware service experience on HP 9000 systems and peripherals. Experience should include Legacy PA-RISC to Itanium Superdome platforms.
• Highly qualified in the Mission Critical HP-UX Operating Environment with HP 9000 and Integrity systems and peripherals to provide Tier 3 support. Must have direct in-depth knowledge of HP 9000 and Integrity Diagnostics, tools and utilities to facilitate remedial service and assist Field Service in meeting contractual Customer SLAs.

Management skills: Excellent written and verbal communication skills. Ability to multi-task in a highly technical, fast paced environment. Ability to motivate a somewhat decentralized field engineering team to provide solutions while onsite at the customer environment.

• High level of expertise in HP 9000 and HP-UX technical background
• Experience with the Maintenance Services business

Central Engineering Senior Tape Library Support Engineer

The Senior Tape Library Support Engineer will play a key role within the Technical Support organization, responsible for 5 very important functions within the Support group:

• Provide a High Level of Support to Field Services within SMS
• Provide written problem definition, resolutions and feedback on support calls to staff
• Recreate problems as seen in the field
• Test and Qualify Tape Libraries and Tape Drives that SMS supports and would like to support
• Develop scripts to Automate testing within the lab for Library Automation

Essential Duties and Responsibilities

The breadth and background of this role are part of the keys to success. As a Senior Tape Library Support Engineer you will be required to support Field Services as required within SMS in the following manner:

Technical Support

• An SMS Senior Tape Library Support Engineer provides additional levels of technical expertise and experience to supplement local field staff's technical ability as they perform their duties in the field and in the office--Hardware and/or software
• Ability to be the product support specialists for SMS
• Work on daily support escalations from the field and have the ability to multitask on multiple escalations when needed. Anchor and be part of an afterhours support rotation
• An SSE reviews new equipment for maintainability to ensure that our field and support staff can obtain the resources required to maintain the equipment under contract i.e. manuals, training, parts, equipment, etc.
• Assists remote offices in the ramp up of large customer sparing preparations as well as assisting in the evaluation, and installation of spare hardware after the acquisition of new hardware maintenance contracts
• Occasionally involved in highly complex site audits and ramp up of new technology to provide training required for maintenance
• Investigates SMS's ability to deliver "Call Home", remote notification, or remote monitoring
• Investigate new and improved methods to enhance service delivery

Training

• Develops and delivers internal training classes to the greater SMS Engineering community. These classes are designed to reduce training costs company wide, and facilitate successful service at the national level 
• Evaluates OEM Tape Library and third party training classes for content and value; as well as provide recommendations to regional service management on minimum training requirements necessary to provide service on specific OEM platforms.
• Develops tools, and content, within knowledgePoint to automate technical tip submission and possible archiving of previously submitted technical tips for Tape Library products

Minimum Qualifications

• A background in Electro Mechanical (Robotics) Devices and Service is a requirement 
• Experience with the Maintenance Services business
• Experience in Electro Mechanical Devices 

Central Engineering NetApp Senior Support Engineer

NetApp Senior Support Engineers serve as a key member within the Technical Support organization, responsible for 3 very important functions within the Support group:

• Provide high level of expertise for support of local field service staff for NetApp products
• Research/develop and provide training for hardware/software maintenance and product support for NetApp products
• Provide support to Sales and management with high priority customer sales and situations for NetApp products

The Central Engineering Group and Technical Support Engineer are crucial to the success of service operations company wide. These Engineers are typically the upper crust of hardware/software field engineering staff and have shown a high degree of success with timely accurate problem resolution. Without targeted experts driving many calls to resolution, SMS service MTTR increase and customer satisfaction rate would undoubtedly decrease resulting in missed SLAs and lost revenue. These individuals will be looked upon as the thought leaders for the various technical areas they represent; and as such will be called upon to provide leadership and direction with regard to investment, training and expertise.

Essential Duties and Responsibilities

The NetApp Senior Support Engineer is required to support the field organization within SMS in the following manner:

Technical Support

• A NetApp (SSE) Senior Support Engineer provides additional levels of technical expertise and experience to supplement local field staff’s technical ability as they perform their duties in the field and in the office--Hardware and/or software (Data OnTap) on NetApp products
• Work on daily NetApp support escalations from the field and have the ability to multitask on multiple escalations when needed
• An SSE reviews new NetApp equipment for maintainability to insure that our field and support staff can obtain the resources required, and necessary, to maintain the NetApp equipment under contract i.e. manuals, training, parts, equipment etc.
• Assists remote offices in the ramp up of large NetApp customer sparing preparations as well as assisting in the evaluation, and installation of NetApp spare hardware after the acquisition of new hardware maintenance contracts
• Occasionally involved in highly complex site audits and ramp up of new technology to provide training required for maintenance.
• Manage SMS “Call Home”, remote notification, or remote monitoring on NetApp Products
• Investigate new and improved methods to enhance service delivery with Netapp Hardware/software

Sales Support

• Reviews sales proposals for potential issues i.e. firmware levels, patch issues, additional hardware requirements and compatibility issues for NetApp products
• Interfaces with customers in sales related activities, conference calls, technical assessment meetings, and provide support for sales meetings during contract negotiations etc.
• Attends follow up sales meetings on service performance reviews
• Works with Logistics to assist in the acquisition of parts for sparing, associated parts definition, and researching compatibility of parts, as well as assessing probability of failure
• Assesses feasibility of customer requests

Training

• Develops and delivers internal training classes to the greater SMS Engineering community. These classes are designed to reduce training costs company wide, and facilitate successful service at the national level
• Evaluates NetApp and third party training classes for content and value; as well as provide recommendations to regional service management on minimum training requirements necessary to provide service on specific OEM platforms
• Develops tools, and content, within knowledgePoint, to automate technical tip submission and possible archiving of previously submitted technical tips for NetApp products

Other Duties

• Assists in special projects as time permits

Minimum Qualifications

• A background in Engineering, Service and Support on NetApp products is a requirement
• Excellent written and verbal communication skills
• Ability to multi-task in a highly technical, fast paced environment
• Ability to motivate a somewhat decentralized field engineering team to provide solutions while onsite at the customer environment
• High level of expertise in desired technical background
• Experience with the Maintenance Services business

Junior Network Engineer

Junior Network Engineers (JNEs) serve as key members of our Networking Group. They are responsible for four very important functions:

• Provide configuration and troubleshooting support for customer incidents related to Network Support
• Provide high level of expertise for support of local field service staff
• Help Customers Navigate through Cisco’s TAC to get the results they need
• Perform Project-based work on SMS’s Networking Product Offerings

Essential Duties and Responsibilities

• As a business, we strive to mimic the skills of the Cisco TAC for our customers.  For both our own Direct 3rd Party Support and our shared support models with Cisco, the Jr. Engineer will be responsible for tier 1/2 troubleshooting and configuration assistance for our customers.  This includes the full range of Cisco’s Routing, Switching and Security Gear.  It will soon include Cisco’s Data Center, Storage, Wireless, and Voice offerings as well.
• Jr. Engineers will also be expected to manage customer cases with the Cisco TAC to an appropriate conclusion.  They will monitor TAC cases and will escalate within the TAC, when necessary, to resolve customer issues.
• Perform sparing analysis to ensure sufficient spare parts to support customer SLA’s
• Deploy Network Analysis Tools (such as Netformx) to audit customer networks and determine which equipment must be spared

Training

• Assists in the development and delivery of internal training classes to the greater Engineering community. These classes are designed to reduce training costs company wide, and facilitate successful service at the national level.
• The Jr. Engineer will be expected to expand his/her skills by delving into new areas and pursuing industry-wide SME status with certifications such as CCNP, CCIE and various technology specializations such as Data Center, Voice, Security, etc..  We provide engineers with unparalleled access to labs on which to train.

Other Duties

• Assists with special projects as necessary

Minimum Qualifications

• Excellent Written and Verbal Communications Skills
• CCNA / CCNP Certification
• Self-motivated and desire to take initiative to identify and take the lead on areas of the networking business requiring improvement (process, capabilities, etc.).  Ability to motivate a somewhat decentralized field engineering team to provide solutions while onsite at the customer environment.

Central Engineering Senior Support Engineer - IBM iSeries/pSeries

The breadth and background of this role are part of the keys to success. The Senior Support Engineer is required to support the field organization within SMS in the following manner:

Technical Support:

• An SMS (SSE) Senior Support Engineer provides additional levels of technical expertise and experience to supplement local field staff’s technical ability as they perform their duties in the field and in the office—i/p Series Systems
• Work on daily support escalations from the field and have the ability to multitask on multiple escalations when needed
• An SSE reviews new equipment for maintainability to insure that our field and support staff can obtain the resources required, and necessary, to maintain the equipment under contract i.e. manuals, training, parts, equipment etc.
• Assists remote offices in the ramp up of large customer sparing preparations as well as assisting in the evaluation, and installation of spare hardware after the acquisition of new hardware maintenance contracts
• Occasionally involved in highly complex site audits and ramp up of new technology to provide training required for maintenance
• Investigates SMS’s ability to deliver “Call Home”, remote notification, or remote monitoring
• Investigate innovative methods to enhance service delivery

Sales Support:

• Reviews sales proposals for potential issues i.e. firmware levels, patch issues, additional hardware requirements and compatibility issues
• Interfaces with customers in sales related activities, conference calls, technical assessment meetings, and provide support for sales meetings during contract negotiations etc.
• Attends follow up sales meetings on service performance reviews
• Works with Logistics to assist in the acquisition of parts for sparing, associated parts definition, and researching compatibility of parts, as well as assessing probability of failure
• Assesses feasibility of customer requests

Training

• Develops and delivers internal training classes to the greater SMS Engineering community. These classes are designed to reduce training costs company wide, and facilitate successful service at the national level
• Evaluates OEM and third party training classes for content and value; as well as provide recommendations to regional service management on minimum training requirements necessary to provide service on specific OEM platforms
• Develops tools, and content, within corporate intranet to automate technical tip submission and possible archiving of previously submitted technical tips

Essential Duties and Responsibilities

• A background in Engineering, Service and Support is a requirement; however experience in direct field service is not required, but preferred
• Interface directly with Customers high-level crisis escalation Management teams
• Background in remedial break/fix hardware service experience on i/p Series Systems and Peripherals. Experience should include Legacy RS6000 to Power7 platforms
• Highly qualified in the Mission Critical OS400 and AIX Operating Environment and peripherals to provide Tier 3 support. Must have direct in-depth knowledge of i/p Series diagnostics, tools and utilities to facilitate remedial service and assist Field Service in meeting contractual Customer SLA

Preferred Requirements

• High level of expertise in i/p Series Hardware as well as OS400 and AIX technical background
• Experience with the Maintenance Services business

Interpersonal skills

Must be able to manage the client and field engineering, exhibiting excellent communication skills as well as securing client confidence in SMS to maintain their equipment; demonstrates expertise without arrogance; client-focused, client-driven, patient, ability to mentor others; proven ability to work as a team and effectively juggle multiple tasks at once

Central Engineering Senior Support Engineer - HP Support Engineer

Senior Support Engineers serve as a key member within the Technical Support organization, responsible for 3 very important functions within the Support group:

• Provide high level of expertise for support of local field service staff.
• Research/develop and provide training for hardware maintenance and product support.
• Provide support to Sales and management with high priority customer sales and situations.

The Technical Support Group and Senior Technical Support Engineers are crucial to service to the success of service operations company wide. These Engineers are typically the upper crust of hardware field engineering staff and have shown a high degree of success with timely accurate problem resolution. Without targeted experts driving many calls to resolution, SMS service MTTR increase and customer satisfaction rate would undoubtedly decrease resulting in missed SLAS and lost revenue. These individuals will be looked upon as the thought leaders for the various technical areas they represent; and as such will be called upon to provide leadership and direction with regard to investment, training and expertise.

Essential Duties and Responsibilities:

The breadth and background of this role are part of the keys to success. The Senior Support Engineer is required to support the field organization within SMS in the following manner:

Technical Support:

• An SMS Senior Support Engineer (SSE) provides additional levels of technical expertise and experience to supplement local field staff’s technical ability as they perform their duties in the field and in the office—HP DEC/Compaq Systems, Storage and Peripherals.
• Work on daily support escalations from the field and have the ability to multitask on multiple escalations when needed.
• An SSE reviews new equipment for maintainability to insure that our field and support staff can obtain the resources required, and necessary, to maintain the equipment under contract i.e. manuals, training, parts, equipment etc.
• Assists remote offices in the ramp up of large customer sparing preparations as well as assisting in the evaluation, and installation of spare hardware after the acquisition of new hardware maintenance contracts.
• Occasionally involved in highly complex site audits and ramp up of new technology to provide training required for maintenance.
• Investigates SMS’s ability to deliver “Call Home”, remote notification, or remote monitoring.
• Investigate new and improved methods to enhance service delivery.

Sales Support:

• Reviews sales proposals for potential issues i.e. firmware levels, patch issues, additional hardware requirements and compatibility issues
• Interfaces with customers in sales related activities, conference calls, technical assessment meetings, and provide support for sales meetings during contract negotiations etc.
• Attends follow up sales meetings on service performance reviews
• Works with Logistics to assist in the acquisition of parts for sparing, associated parts definition, and researching compatibility of parts, as well as assessing probability of failure
• Assesses feasibility of customer requests

Training:

• Develops and delivers internal training classes to the greater SMS Engineering community. These classes are designed to reduce training costs company wide, and facilitate successful service at the national level
• Evaluates OEM and third party training classes for content and value; as well as provide recommendations to regional service management on minimum training requirements necessary to provide service on specific OEM platforms
• Develops tools, and content, within corporate intranet to automate technical tip submission and possible archiving of previously submitted technical tips

Other Duties:

• Assists in special projects as time permits

Minimum Qualifications:

• A background in Engineering, Service and Support is a requirement; however experience in direct field service is not required, but preferred.
• Interface directly with Customer high-level crisis escalation Management teams.
• Background in remedial break/fix hardware service experience on HP DEC/Compaq Systems and Peripherals. Experience should include DEC VAX to Alpha platforms.
• Highly qualified in the VMS or Tru64 Mission Critical Operating Environment with DEC/Compaq VAX, AlphaServer systems and peripherals to provide Tier 3 support. Must have direct in-depth knowledge of DEC/Compaq VAX/Alpha Diagnostics, tools and utilities to facilitate remedial service and assist Field Service in meeting contractual Customer SLAs.

Management skills:

Excellent written and verbal communication skills. Ability to multi-task in a highly technical, fast paced environment. Ability to motivate a somewhat decentralized field engineering team to provide solutions while onsite at the customer environment.

Preferred Requirements:

• High level of expertise in HP DEC/Compaq Hardware and an VMS/Tru64 technical background
• VMS & Tru64 Clusters
• Experience with the Maintenance Services business

Networking Product Development Manager

The Networking Product Development Manager acts as a Subject Matter Expert within SMS and is responsible for several very important functions within SMS's Technical Assistance Center and SMS's Sales Support Organizations:

Engineering

• Provide Tier 3 Escalation on a 7x24 basis for SMS's Network Engineering group
• Work on regular incidents and serve as a member of the regular rotation of on-call engineers
• Institute and oversee training program for SMS Network Engineering Group
• Work on and assign technical and non-technical projects
• Mentor and lead team professional development objectives
• Work with IT staff to optimize ticketing system for the needs of the Networking team
• Develop technical best practices for the team to handle incidents
• Oversee development of SMS's Network TAC processes and procedures
• Assist Sales Support and Logistics with sparing questions and procedures for testing spare parts
• Develop training for Field Engineers
• Prepare post mortem documents when something goes wrong with customer support
• Work on internal and external professional service engagements
• Examine technical hurdles for supportability of new Cisco Product lines as they become available for SMS support.

Sales Support

• Assist Networking Sales Support in conveying the SMS value proposition to our customers by attending sales calls by phone or in person
• Prepare documents for quarterly business reviews for customers and present the findings at the reviews
• Prepare technical sales presentations regarding SMS's Engineering capabilities
• Act as a member of SMS's core pre and post-sales support. Suggest process and documentation improvements and development.

Leadership

• Recruiting: Directly responsible for recruiting; advertising, hiring, interviewing and creation of job offerings for cisco "expert" personnel that will enhance SMS support capability and service delivery.
• Staff development: Development and organizing high level training for Support staff. Coordinate hardware purchases on those items SMS needs to purchase to reverse engineer product maintenance strategies. Ensuring our engineering staff has the tools, education, and training needed to be successful delivering product support.
• Training Delivery: Directly responsible for enhancing existing cisco hardware/software curriculum and developing new training material for new product development as SMS continues to grow in the ciscosupport arena.
• Support Training: Evaluates Cisco and third-party training classes for content and value; as well as provide recommendations to regional service management on minimum training requirements necessary to provide service on specific OEM platforms.

Must Requirements (including any physical requirements):

• Must be a CCIE (Written and Lab) Routing and Switching. Prefer someone who passed recently.
• Must have strong written and verbal communication and be able to give customer-facing presentations.
• Willing to be part of an on-call rotation and to be based in Charlotte, NC.

Preferred Requirements:

• Some additional background in Cisco's security product set (ASAs, PIXs, VPN Concentrators), Data Center Products (UCS, Nexus, MDS) and/or Unified Communications (UCM, UCCX, CUPS, etc.) is strongly preferred.
• Strong Excel Skills (Vlookup, Pivot Tables, etc.), Powerpoint and/or Visio is preferred.
• Experience in a NOC or other Service Provider Environment.

Sun Product Development Manager

The Sun Product Development Manager serves as a focused member of the Technical Support organization, responsible for several very important functions within the support group:

• Must be a technical champion with Sun/Oracle Hardware and/or Solaris with the ability to troubleshoot hardware/software support issues. Solaris ernel knowledge and ability to perform core dump analysis is a necessity in this role.
• Research, develop, and implement SUN hardware/software maintenance service for new product support rollout. Service development will primarily be focused on new SUN maintenance products and supportability.
• Manage CSG Sun Support staff in their effort to provide training and direction.
• Engaged directly on projects (hands on) as needed to provide direction to high level SUN specialists within the CSG organization to effectively deliver support documentation, white papers, and technical service documentation to SMS field service staff.
• Provide high level sales support to Enterprise Sales and management with high priority customer sales engagements.

The SUN Product Development Manager will oversee SUN Senior Technical Support Engineers as development is crucial to our maintenance service offerings and to the success of the SUN platform service operations company wide. The PDM and his staff are the "upper crust" of SUN hardware/software field engineering staff within a specified platform (SUN) and have shown a high degree of success with timely, and accurate, problem resolution. Without targeted experts driving calls to resolution, SMS service MTTR will increase and customer satisfaction rate would undoubtedly decrease resulting in missed SLAS and lost revenue. The SUN Product Development Manager and his staff will be called upon to provide leadership and direction with regard to company investment in SUN hardware, software, training and expert staffing.

Must Requirements (including any physical requirements):

The breadth and background of this role are part of the keys to success. The Product Development Manager is required to provide management support for SUN Engineering Support operations, SUN technical sales support for the overall Sales organization, and Training development for the overall field organization.

SUN Engineering Operations Management:

• Recruiting: Directly responsible for recruiting; advertising, hiring, interviewing and creation of job offerings for SUN "expert" personnel that will enhance SMS support capability and service Delivery for all related SUN product delivery in both hardware and software.
• Staff development: Development and organizing high level training for Support staff. Coordinate hardware purchases on those items SMS needs to purchase to reverse engineer product maintenance strategies. Ensuring our engineering staff has the tools, education, and training needed to be successful delivering product support.
• Product Champion: A hands on approach to new product development. The SUN product development manager must engage his staff directly and, as needed, take part in new product research and development. This position, as technical manager, requires involvement in the technical scheme of product development. Often, this position will require the ability to stand close with senior technical staff and work hand in hand to achieve success.
• Product quarterly updates: A Product Development Manager reviews new equipment for maintainability to insure that our field and support staff can obtain the resources required, and necessary, to maintain the equipment under contract i.e. firmware availability, manuals, training, parts, equipment etc.
• Product Roadmap: Break out SUN from the overall CSG roadmap and continue developing and adding new SUN product for future maintenance.
• Support Rotation: Organize SMS talent, nationwide, to maintain adequate resources and deliver expert technical support to the field 7x24x365.

Sales Support:

• RFP review: Reviews sales proposals for potential issues i.e. firmware levels, patch issues, additional hardware requirements and compatibility issues.
• Sales Conferences: Interfaces with customers in sales related activities, conference calls, technical assessment meetings, and provide support for sales meetings during contract negotiations etc.
• Service Escalations: Attends follow up sales meetings on service performance reviews.
• Logistic Support: Works with Logistics to assist in the acquisition of parts for sparing, associated parts definition, and researching compatibility of parts, as well as assessing probability of failure.
• PS consultations: Assesses feasibility of customer requests install/updates.

Training:

• Training Delivery: Directly responsible for enhancing existing SUN hardware/software curriculum and developing new training material for new product development as SMS continues to grow in the SUN support arena.
• Support Training: Evaluates SUN and third party training classes for content and value; as well as provide recommendations to regional service management on minimum training requirements necessary to provide service on specific OEM platforms.
• White Papers: Develops tools, and content, within kP to automate SUN technical submissions and possible archiving of previously submitted technical tips. Also responsible for SUN maintenance review content necessary for new product announcements and sales deliverable services.

Experience:

A background in SUN field Engineering with both hardware and software experience; Service and Support is a requirement; however experience in direct field service is not required, but preferred. Management background for a service based organization preferred.

Management skills:

Excellent written and verbal communication skills. Ability to multi-task in a highly technical, fast paced environment. Ability to motivate a somewhat decentralized Technical Support/Engineering team to provide solutions to local and remote support locations or onsite at the customer environment.

Preferred Requirements:

• High level of expertise in SUN product areas; servers, storage, and OS offerings.
• Experience with Maintenance Services and delivery.

Systems Engineer (Any Platform)

Scope of Position

Systems Engineer (FE) performs delivery of service functions as required by our customers’ needs. FE ensures that the repair of customer equipment, and that it is ultimately functional according to the original manufacturer’s specifications. Responds to "after hours" emergency service requests. Tests and inventories all spare parts and systems in the local office. Customer Satisfaction is the primary goal.

Essential Duties and Responsibilities

• Responds to customer service requests within the contracted response time.
• Field service engineers are to be prepared.
• • Checks with customer contact for equipment symptoms
  • Dials into the customers’ system if necessary and possible.
  • Brings all required spares plus whole unit replacement whenever possible.
• Analyzes, diagnoses and repairs customer reported problems.
• Keeps the local Manager informed of service problems progress by calling within an hour of arriving on site with status.
• Follows all escalation procedures as outlined in the company policy.
• Provides technical support to peer field service engineers.
• Polls customers after the completion of service calls to ensure that the call was done professionally, to their satisfaction, and in a timely fashion. Reports information to his Manager as needed.
• Works to keep repeat calls to a minimum.
• Preventive Maintenances are to be performed according to the schedule.
• Site Audits are to be done according to policy and utilizing new singlePoint™ tool.
• Assists in preparing zero spare analysis reports for new contracts and submits them to their Manager for review prior to the start of a contract.
• Work areas and the general appearance of the office are to be clean, orderly and all systems are to be functional.
• Increases one’s technical skills by studying OEM service manuals and via OJT on whole units available in lab.
• Tests all parts prior to use if possible and a unit is available.
• Produce technical tips on any undocumented or unique solutions to the resolution of problems to be reviewed by CSG.
• Discusses call procedures and proposed resolutions with the Manager prior to all service calls to insure that calls are being handled in accordance with SMS procedures.
• It is required that staff members adhere to dress requirements and professional conduct.
• Completes assigned projects in a timely manner.
• Returned parts from customer sites are to be tagged, tested and a decision is to be made on their disposition.
• Enters into MAS500 the time and parts used during service calls, along with accurate serial numbers for parts replaced.
• Helps maintain an accurate and accountable inventory on MAS500.
• Incoming inventory is entered in MAS500, tested and shelf located within 7 working days.
• Manuals and Technical documentation are kept organized and returned after use.
• Time cards, overtime, and expenses are to be submitted and entered in a timely fashion and in accordance with company policies.
• Prepares Service Request Orders (SRO) forms.
• Orders spare parts as required to maintain stocking levels and timely parts replacement.
• Reviews inventory reports and ’Field Returns’ daily.
• All packing receipts for purchase order drop ships are to be reviewed and verified accurate then posted in MAS500.
• Stage, test and install customer ordered equipment.

Other Duties

Assists in special projects as time permits

Minimum Qualifications

Bachelor of Science degree in Electrical Engineering, Computer Engineering, Electrical Technology, or equivalent work related experience.

A minimum three to five years of experience in field service. Thorough product knowledge and skills in hardware and operating systems for any of the following products:

• IBM pSeries Equipment (RS/6000)
• IBM iSeries Equipment (AS/400)
• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment
• EMC Clariion Storage
• EMC Symmetrix
• EMC Connectrix
• EMC Celerra
• Sun Microsystems
• Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Possess a full understanding of customer service philosophy and procedures of the company. Possess the ability to be persuasive with customers, keeping ’customer satisfaction’ as a guiding factor. Have the skills to assist in motivating staff and deal effectively with performance problems.

Work Environment

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of his job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of the job, the employee is regularly required to stand, walk, use hands, reach with hands and arms, talk and hear. The employee must regularly lift and/or move 25 pounds and occasionally lift and/or move 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Systems Engineer (IBM)

• IBM pSeries Equipment (RS/6000)
• IBM iSeries Equipment (AS/400)

Experience in one or more of the following may be helpful:

• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment
• EMC Clariion Storage, EMC Symmetrix, EMC Connectrix, EMC Celerra
• Sun Microsystems
• Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Systems Engineer (IBM)

• IBM pSeries Equipment (RS/6000)
• IBM iSeries Equipment (AS/400)
• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment

Experience in one or more of the following may be helpful:

• EMC Clariion Storage, EMC Symmetrix, EMC Connectrix, EMC Celerra
• Sun Microsystems
• Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Senior Systems Engineer (Sun Microsystems)

• Sun Microsystems

Experience in one or more of the following may be helpful:

• EMC Clariion Storage, EMC Symmetrix, EMC Connectrix, EMC Celerra
• Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp
• Hitachi Data Systems Storage
• IBM pSeries Equipment (RS/6000)
• IBM iSeries Equipment (AS/400)
• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Junior Systems Engineer

Scope of Position

The Junior Systems Engineer is an entry level position with the primary focus of in-house responsibilities to support the Systems Engineer and Area Service Manager as defined below. This position will also focus on the training necessary to analyze, configure, optimize and troubleshoot client systems.

Essential Duties and Responsibilities

• Accompany Systems Engineers to customer sites for training and to assist as needed
• Inventory Control
• Performs in-house testing of spare parts
• Shipping/Receiving of parts

Other Duties

Assists in special projects as time permits.

Minimum Qualifications

Bachelor of Science degree in Electrical Engineering, Computer Engineering, Electrical Technology, or equivalent work related experience.

Experience with any of the following products is helpful:

• IBM pSeries Equipment (RS/6000)
• IBM iSeries Equipment (AS/400)
• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment
• EMC Clariion Storage
• EMC Symmetrix
• EMC Connectrix
• EMC Celerra
• Sun Microsystems
• Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of his job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of the job, the employee is regularly required to stand, walk, use hands, reach with hands and arms, talk and hear. The employee must regularly lift and/or move 25 pounds and occasionally lift and/or move 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Systems Engineer (HP)

• Hewlett-Packard 9000 Unix
• Hewlett-Packard AlphaServer
• Hewlett-Packard Classic DEC AlphaServer and VAX
• Hewlett-Packard 3000
• Hewlett-Packard ProLiant servers

Experience in one or more of the following may be helpful:

• Cisco Systems routers and switches
• Dell PowerEdge servers
• Dell CLARiiON Storage
• EMC DMX Storage
• EMC Clariion Storage
• Fujitsu PRIMEPOWER
• IBM iSeries Equipment (AS/400)
• IBM xSeries Equipment
• IBM zSeries Equipment (Mainframes)
• IBM pSeries Equipment (RS/6000)
• NetApp
• Sun Microsystems

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Inquire about this position: Senior HP9000 engineer with Superdome experience.

• Hewlett-Packard 9000 Unix with HP superdome experience
• Hewlett-Packard AlphaServer
• Hewlett-Packard Classic DEC AlphaServer and VAX
• Hewlett-Packard 3000
• Hewlett-Packard ProLiant servers
• EMC Clariion Storage
• Hitachi Storage

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Senior Network Engineer

This position requires strong technical skills in data communication networking, and in-depth knowledge of TCP/IP and other communication protocols. The ideal candidate should have a minimum of three years proven experience in supporting:

• Cisco's medium sized LAN's using Cisco VPN concentrators,
• Cisco's VoIP, WLAN designs including L2 & L3 LWAP controllers
• Routing & switching using OSPF/EIGRP.

In addition to strong technical skills, the candidate should possess strong analytical and problem solving skills and ability to understand and troubleshoot network and application performance problems using network tools.

Qualified candidates should also have strong written communication skills, the ability to develop detailed change procedures and implementation plans, good time management skills, and the ability to work well with a variety of people. Must have the flexibility to travel and work hours outside of the normal work schedule.

Minimum certifications are CCNA or CCDA preferred.

Systems Engineer

• Hewlett-Packard AlphaServer
• Hewlett-Packard Classic DEC AlphaServer and VAX
• Fujitsu PRIMEPOWER

Experience in one or more of the following may be helpful:

• Cisco Systems routers and switches
• Dell PowerEdge servers
• Dell CLARiiON Storage
• EMC DMX Storage
• EMC Clariion Storage
• Hewlett-Packard 9000 Unix
• Hewlett-Packard 3000
• Hewlett-Packard ProLiant servers
• IBM iSeries Equipment (AS/400)
• IBM xSeries Equipment
• IBM zSeries Equipment (Mainframes)
• IBM pSeries Equipment (RS/6000)
• NetApp
• Sun Microsystems

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Systems Engineer

• EMC Clariion Storage
• EMC Celerra
• EMC Symmetrix
• EMC Connectrix

Experience in one or more of the following may be helpful:

• IBM pSeries Equipment (RS/6000), IBM iSeries Equipment (AS/400), IBM zSeries Equipment (Mainframes), IBM xSeries Equipment
• Sun Microsystems
• Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Systems Engineer (Any Platform)

Successful candidates should have 3 plus years of experience providing pro-active and remedial hardware maintenance on servers and peripherals for one or more of the following platforms:

• IBM xSeries Equipment
• Sun Microsystems
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Systems Engineer

• EMC DMX Storage

Experience in one or more of the following may be helpful:

• EMC Clariion Storage
• IBM iSeries Equipment (AS/400)
• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment
• IBM pSeries Equipment (RS/6000)
• Sun Microsystems
• Hewlett-Packard 9000 Unix
• Hewlett-Packard AlphaServer
• Hewlett-Packard Classic DEC AlphaServer and VAX
• Hewlett-Packard 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Field Engineer Assistant

Engineering Assistance is defined as on-site technical support service(s) that are designed to support the activities of the technical engineering staff. The engineer will have basic skills and experience with like equipment to perform basic troubleshooting and parts replacement with the System Engineer. These services are also commonly referred to as on-site “smart hands” technical support.

Essential Duties and Responsibilities

The most frequently requested Engineering Assistance support tasks include the following:

• Escort vendor personnel that require access to secure facilities
• Manual reboot of server(s) as required under the direction of the system engineer (SE)
• Connect crash cart or diagnostic PC to the local console port of a server and provide information received from the local console to the SE
• Enter commands on local console as directed by the SE and report results
• Verify and report condition of server including the following:
• • Power; Network connections
  • Peripheral connections
  • Check Status lights
  • Check System message displays
  • Check other diagnostic indicators
• Disconnect/reconnect/relocate cabling and hot swap components as directed by SE
• Load cleaning tapes or data tapes to internal drives or libraries, as needed for system recovery activities
• Software IMAC services (Install, Add, Change, De-install)
• Apply software patches under direction of SE
• Equipment IMAC services – setting up racks, rack and stack, install, move, add, and change
• Decommissioning hard drives / disk array, network disconnects, equipment power off

Other Duties

Assists in special projects as time permits

Minimum Qualifications

Bachelor of Science degree in Electrical Engineering, Computer Engineering, Electrical Technology, or equivalent work related experience.

A minimum three to five years of experience in field service. Thorough product knowledge and skills in hardware and operating systems for any of the following products:

• IBM pSeries Equipment (RS/6000)
• IBM iSeries Equipment (AS/400)
• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment
• EMC Clariion Storage
• EMC Symmetrix
• EMC Connectrix
• EMC Celerra
• Sun Microsystems
• Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Possess a full understanding of customer service philosophy and procedures of the company.  Possess the ability to be persuasive with customers, keeping “customer satisfaction” as a guiding factor.  Have the skills to assist in motivating staff and deal effectively with performance problems.

Work Environment

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of his job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of the job, the employee is regularly required to stand, walk, use hands, reach with hands and arms, talk and hear. The employee must regularly lift and/or move 25 pounds and occasionally lift and/or move 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Junior Systems Engineer (Any Platform)

The focus of this position will be in-house testing of spares, inventory control/maintenance and Field Engineer support. Work schedule is 40 hours per week to be accomplished between the hours of 8 am and 5 pm Monday-Friday. As you grow into the position, travel to customer sites will be required. Also, on-call will be added to your duties at a given time at which you and your manager see fit.

Experience in Sun, Wintel, HP, Dell, IBM and Cisco would be beneficial.

Junior Systems Engineer (Any Platform)

The focus of this position will be in-house testing of spares, inventory control/maintenance and Field Engineer support. Work schedule is 40 hours per week to be accomplished between the hours of 8 am and 5 pm Monday-Friday. As you grow into the position, travel to customer sites will be required. Also, on-call will be added to your duties at a given time at which you and your manager see fit.

Experience in any of the following are helpful:

• IBM pSeries Equipment (RS/6000), IBM iSeries Equipment (AS/400), IBM zSeries Equipment (Mainframes), IBM xSeries Equipment
• EMC Clariion Storage, EMC Symmetrix, EMC Connectrix, EMC Celerra
• Sun Microsystems
• Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Systems Engineer (Any Platform)

• Dell PowerEdge servers
• Dell CLARiiON Storage
• EMC Clariion Storage
• EMC Symmetrix
• EMC Connectrix
• EMC Celerra
• Hewlett-Packard 9000 Unix
• Hewlett-Packard ProLiant servers
• Hewlett-Packard AlphaServer
• Hewlett-Packard Classic DEC AlphaServer and VAX
• Hewlett-Packard 3000
• Sun Microsystems

Experience in one or more of the following may be helpful:

• IBM pSeries Equipment (RS/6000), IBM iSeries Equipment (AS/400), IBM zSeries Equipment (Mainframes), IBM xSeries Equipment
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Systems Engineer

• Dell PowerEdge servers
• Dell CLARiiON Storage
• EMC DMX Storage
• EMC Clariion Storage
• Hewlett-Packard 9000 Unix
• Hewlett-Packard AlphaServer
• Hewlett-Packard Classic DEC AlphaServer and VAX
• Hewlett-Packard 3000
• Hewlett-Packard ProLiant servers
• IBM zSeries Equipment (Mainframes)
• IBM pSeries Equipment (RS/6000)
• Sun Microsystems

Experience in one or more of the following may be helpful:

• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• IBM iSeries Equipment (AS/400)
• IBM xSeries Equipment
• NetApp

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Systems Engineer

• EMC Symmetrix
• EMC Connectrix
• Hewlett-Packard 9000 Unix
• Hewlett-Packard 3000
• IBM Tape Systems
• Sun Microsystems

Experience in one or more of the following may be helpful:

• Dell PowerEdge servers
• Dell CLARiiON Storage
• EMC Celerra
• EMC Clariion Storage
• Hewlett-Packard ProLiant servers
• Hewlett-Packard AlphaServer
• Hewlett-Packard Classic DEC AlphaServer and VAX
• IBM pSeries Equipment (RS/6000)
• IBM iSeries Equipment (AS/400)
• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Systems Engineer (HP Proliant and Sun)

• Hewlett-Packard ProLiant servers
• Sun Microsystems

Experience in one or more of the following may be helpful:

• Cisco Systems routers and switches
• Dell PowerEdge servers
• Dell CLARiiON Storage
• EMC DMX Storage
• EMC Clariion Storage
• Fujitsu PRIMEPOWER
• Hewlett-Packard 9000 Unix
• Hewlett-Packard AlphaServer
• Hewlett-Packard Classic DEC AlphaServer and VAX
• Hewlett-Packard 3000
• IBM iSeries Equipment (AS/400)
• IBM xSeries Equipment
• IBM zSeries Equipment (Mainframes)
• IBM pSeries Equipment (RS/6000)
• NetApp

Familiarity with system installation, hardware replacement procedures and firmware upgrades required. Candidates should be experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers required as well.

Senior Systems Engineer

Scope of Position

Performs a wide variety of duties to ensure the highest level of service. The Senior Systems Engineer assists with in-house projects and customer activities. This includes many logistics functions of the office such as keeping accurate parts inventory, testing and disposition of all parts. The Senior Systems Engineer is instrumental in helping set the tone for the attitude and professionalism of the office through personal example, all the while ensuring customer satisfaction is always the primary goal.

Essential Duties and Responsibilities

• Can assist in reviewing the service calls when needed by the ASM before dispatching an engineer.
• Always be properly prepared for calls.
• • Check with customer contact for equipment symptoms
  • Connect to customers’ system if necessary and able.
  • Bringing all required spares plus whole unit replacement whenever possible
• Ensure Singlepoint is updated in a timely manner.
• Provide local technical support and training to engineers as needed.
• Follows all escalation policies and procedures to set example for others.
• Follow up with customers after the completion of service calls to ensure that the call was completed in a timely fashion, professional, and to their satisfaction.
• Assist with analysis of and, investigating issues of any repeat calls notified of.
• Ensure all Site Audits are done according to policy.
• Assist with zero spares analysis for new contracts and submitted to ASM for review within 30 days of a contract start.
• The work areas and the general appearance of the office are to be kept clean, orderly and all systems are to be returned to functional state within 5 business days of a repair.
• Assist with increasing the technical ability of all engineers via on the job training.
• Assist in creating technical tips for products familiar with or expert on.
• Ensure call procedures are followed and a plan of action is ready prior to service calls to insure that calls are being handled in accordance with SMS procedures.
• Adhere to dress requirements and professional conduct at all times.
• Perform and complete projects assigned in a timely fashion or before a requested due date.
• Returned parts from customer sites are to be tagged, re-tested, and status forwarded to supervisor or logistics in a timely fashion for a decision on their disposition.
• Ensure Singlepoint/MAS500 data entry is timely accurate with, proper opening and closing of service calls, along with accurate parts usage for parts replaced.
• Strive to have 100% accurate cycle counts for inventory preparedness.
• Ensure incoming inventory received is entered into MAS within 7 days; tested and located within MAS500 within 14 days.
• Approve and order spare parts as needed or required.
• Keeps defective and field returns current and updated on a weekly basis.
• Assist or make recommendations in the hiring process.
• Ensure special projects are properly staged, tested and installed for all customer ordered equipment.

Other Duties

Assists in special projects as time permits in both the planning and execution phases of projects.

Minimum Qualifications

Experience: Bachelor of Science degree in Electrical Engineering, Computer Engineering, Electrical Technology, or equivalent work related experience.

A minimum six to 10 years of experience in field service. Thorough product knowledge and proven skills in hardware and operating systems for at least 8 of the following products or families:

• IBM pSeries Equipment (RS/6000)
• IBM iSeries Equipment (AS/400)
• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment
• EMC Clariion Storage
• EMC Symmetrix
• EMC Connectrix
• EMC Celerra
• Sun Microsystems
• Hewlett-Packard 9000 Unix, Classic DEC AlphaServer’s and VAX, HP 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

Thoroughly familiar with system installation, hardware replacement procedures and firmware upgrades on multiple platforms. Engineer should be very experienced with disk and tape sub-systems, including RAID arrays and tape libraries. Must have the ability to interpret and diagnose system error logs. Knowledge of diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test mid-range to enterprise class servers. Escalates fewer than 15% of his service calls for assistance.

Possess a full understanding of customer service philosophy and procedures of the company. Possess the ability to be persuasive with customers, keeping “customer satisfaction” as a guiding factor. Have the skills to assist in motivating staff and mentoring fellow engineers and juniors.

Senior Systems Engineer

Provide pro-active and remedial hardware maintenance on servers and peripherals for the following platforms: IBM Z series, I Series, P series, IBM InfoPrint 3900 and 4000 series; IBM optical tape libraries and IBM tape drives; perform system installation, hardware replacement procedures and firmware upgrades; interpret and diagnose system error logs, using knowledge of diagnostics, system exercisers and operating system utilities to troubleshoot, interrogate, re-configure and test mid-range to enterprise class servers as required.

Requires Bachelor’s degree, or *equivalent, in Computer Engineering, Electrical Engineering, Information Technology or a related field and 3 years’ experience as a Field Engineer. (*Equivalent means education, a combination of education and experience or experience by itself) Experience must include 3 years in configuration, diagnosing and troubleshooting processors, servers and peripherals for the following platforms: IBM Z series, I Series, P series; IBM optical tape libraries and IBM tape drives. Must also have extensive knowledge of IBM InfoPrint 3900 and 4000 series machines.

*SMS requires applicants to pass mandatory drug and/or alcohol testing and pre-employment background checks as a condition of employment.

*Will accept experience equivalency evaluation prepared by qualified evaluation service or in accordance with 8 CFR §214.2(h)(4)(iii)(D).

Any suitable combination of education, training, or experience is acceptable.

Area Service Manager

The Area Service Manager (ASM) manages Field Systems Engineers (FEs) responding to customer calls to meet Service Level Agreements (SLA’s); prepares the engineers with proper training to ensure successful incident resolution; ensures all engineers conform to standard procedures and present themselves in a professional manner to the customer. The ASM is the first line of defense for supporting his people, i.e., prior to being escalated to CSG for help. The ASM should be able to recognize the abilities of his people to plan a career path. Additionally, it is the responsibility of the ASM to ensure that all documents are processed completely and accurately, on a timely basis.

The Area Service Manager serves as a key member within the Regional Field Service organization, responsible for:

• Staff Planning and Reviews
• Adherence to company standards
• One to three warehouses or staffing level up to 15
• Local escalations
• Warehouse hygiene
• Field Engineer development and management
• Ensure and monitor SLA adherence on a local level
• Ensure that we have appropriate training (coverage) for skills necessary in the local market
• Inventory control oversight
• Inventory methods adherence
• Field Engineer call scheduling
• Technical Service (Spot) scheduling
• Follow up to ensure customer satisfaction
• Participate in the call rotations based on skill sets

Desired Skills and Experience

Experience: A background in the IT maintenance business is a requirement, as well as, a strong aptitude for people management. A successful ASM must possess a minimum of 5 years leadership background in the maintenance or similar roles.

Management skills: Excellent written and verbal communication skills and management experience. Ability to multi-task in a highly technical, fast paced environment. Ability to motivate local and remote engineers

The successful ASM will be an individual with a strong attention to detail, ability to troubleshoot issues, and bring them to closure quickly and correctly.

Preferred Requirements

• Broad, and sufficiently deep technology background
• Degree in Engineering or IT related areas of study

Experience with any of the following products is helpful:

• IBM pSeries Equipment (RS/6000)
• IBM iSeries Equipment (AS/400)
• IBM zSeries Equipment (Mainframes)
• IBM xSeries Equipment
• EMC Clariion Storage
• EMC Symmetrix
• EMC Connectrix
• EMC Celerra
• Sun Microsystems
• Hewlett-Packard 9000 Unix, AlphaServer, Classic DEC AlphaServer and VAX, HP 3000
• Hewlett-Packard ProLiant servers
• Dell PowerEdge servers
• Dell CLARiiON Storage
• Cisco Systems routers and switches
• Fujitsu PRIMEPOWER
• NetApp

System Administrator

The Senior level System Administrator is responsible for maintaining, monitoring and supporting the existing Windows and Cisco environment, while designing solutions to accommodate the growth of the company and the increasing importance of its systems.

Essential Duties and Responsibilities

• Administer VMWare Environment
  
• Administer Windows Environment 25 servers running windows 2008
• Network Administration (Basic VPN , Routing and Switching)
• Keep environment documentation up to date (Licensing, Assets, Topology)

Desired Skills and Experience

• College Degree preferred but will consider applicants with equivalent work-related experience with a minimum education requirement of a H.S. Diploma or GED equivalent
• 5 + years experience in Windows system administration (AD, SQL Server, Terminal Services, Group Policy, Network Load Balancing, Scripting, Clustering)
• Monitors and tunes appropriate systems to ensure optimum level of performance
• Cisco Networking (VPN Tunnels, ASA High Availability, Security)
• Experience with VMWare (VM Motion experience a plus)
• Linux Administration a plus (Nagios, Posfix, Dovecot)
• Experience with administrating an ERP environment a plus
• Experience with Google Apps for Business a plus
• Understanding of and an ability to implement, internal system standards, procedures and services
• Ability to organize, prioritize, and manage multiple workloads and projects with minimal supervision
• Excellent oral and written communication skills
• Minimal to no travel required

Web/Software Developer

The Web Developer is a member of the Software Development team, responsible for creating both internal and external applications. Additionally, the Web Developer performs application testing and other duties as outlined below.

Development of custom applications, both internal and customer-facing, including traditional web based versions, as well as mobile apps running on the iPhone and Android OS’s.

Desired Skills and Experience

• College Degree preferred
• 3 to 5 years experience in software development
• ASP.net
• Java Script
• C#
• Experience working with Microsoft SQL Server 2005 / 2008
• Experience in supporting and resolving user application issues
• Basic network technology experience
• Understanding of, and an ability to implement, internal system standards, procedures and services
• Organizational skills
• Ability to prioritize and manage multiple projects with minimal supervision
• Excellent written and oral communication skills

Software Development Manager

The Software Development Manager leads the team of Web/Software Developers, responsible for creating both internal and external applications. The Software Development Manager determines timelines and use of resources, as well as ensures the highest quality of production. The SDM is key in assisting with setting technical architecture and direction with CTO, and key stakeholders.

Essential Duties and Responsibilities

• Ensures quality of development
• Manages timelines, budget, and technical resources
• Reviews design approach and methodology
• Responsible for mentoring and motivating staff
• Works well with business and IT leadership to address immediate business needs while maintaining strategic direction
• Displays a strong work ethic and sense of urgency

Desired Skills and Experience

• B.S Computer Science or equivalent degree / experience
• Ability to manage team of developers
• Experience with personnel development
• Minimum 8 years experience in software development
• Advanced knowledge of Agile and Waterfall Methodology
• ASP.net
• Java Script
• C#
• Mobile Device application design and development experience preferred
• Experience working with Microsoft SQL Server 2005 / 2008
• Experience in supporting and resolving user application issues
• Basic network technology experience
• Understanding of, and an ability to implement, internal system standards, procedures and services
• Organizational skills
• Ability to prioritize and manage multiple projects with minimal supervision

Inquire about this position

We are seeking aggressive, energetic, self starting, and professionally mature Account Executives to join our sales organization.

Primary responsibility is the generation of new business through new account acquisition, along with some existing account management.

Successful candidates will thrive in our competitive environment and have a proven track record of "getting in front of the decision maker." Account Executives share a responsibility for managing a portfolio of major accounts and have incentive to grow those accounts through strong relationship building.

In addition to these skill sets, candidates should have excellent networking capabilities.

Growth path to management is available to successful sales reps who can demonstrate leadership ability.

Our compensation package is very competitive for the right person and includes a base salary plus an attractive commission plan. Earnings into the six figures is normal and there is no cap.

If you have 2-5 years experience selling to the end user in the commercial segment of the high tech market, computer, office equipment, digital network, or service sales, we would welcome the opportunity to talk to you about our exciting and rewarding opportunities. Experience with IBM, HP/Compaq/DEC, Sun, or other mid-range products is highly desirable.

Inquire about this position

We are seeking aggressive, energetic, self starting, and professionally mature Account Executives to join our sales organization throughout the United States.

Primary responsibility is the generation of new business through new account acquisition, along with some existing account management.

Successful candidates will thrive in our competitive environment and have a proven track record of "getting in front of the decision maker." Account Executives share a responsibility for managing a portfolio of major accounts and have incentive to grow those accounts through strong relationship building.

In addition to these skill sets, candidates should have excellent networking capabilities.

Growth path to management is available to successful sales reps who can demonstrate leadership ability.

Our compensation package is very competitive for the right person and includes a base salary plus an attractive commission plan. Earnings into the six figures is normal and there is no cap.

If you have 2-5 years experience selling to the end user in the commercial segment of the high tech market, computer, office equipment, digital network, or service sales, we would welcome the opportunity to talk to you about our exciting and rewarding opportunities. Experience with IBM, HP/Compaq/DEC, Sun, or other mid-range products is highly desirable.

Inquire about this position

We are seeking aggressive, energetic, self starting, and professionally mature Account Executives to join our sales organization in the DC metro area.

Primary responsibility is the generation of new business through new account acquisition, generated in combination with an inside sales representative, but primarily through your own initiatives. You will also have account management of selected major accounts.

Successful candidates will thrive in our competitive environment and have a proven track record of "getting in front of the decision maker." Account Executives share a responsibility for managing a portfolio of major accounts and have incentive to grow those accounts through strong relationship building.

In addition to these skill sets, candidates should have excellent networking capabilities.

Growth path to management is available to successful sales reps who can demonstrate leadership ability.

Our compensation package is very competitive for the right person and includes a base salary plus an attractive commission plan. Earnings into the six figures is normal and there is no cap.

If you have 2-5 years experience selling to the end user in the commercial segment of the high tech market, computer, office equipment, digital network, or service sales, we would welcome the opportunity to talk to you about our exciting and rewarding opportunities. Experience with IBM, HP/Compaq/DEC, Sun, or other mid-range products is highly desirable.

Networking Sales Specialist

Netowkring Sales Specialists serve as key members within the Sales organization, responsible for very important functions within the Sales and Networking group:

Responsible to grow Cisco / networking revenue within a sales region by calling into the regions installed base and working with the regional sales teams to develop new accounts. They will report into the Manager of the region in which they work.

Responsible to drive all aspects of sales including pre-sales preparation, participation on customer calls or onsite meetings with customers, share in proposal preparation, working with Senior Network Engineers (SNEs) on sparing needs, pricing of sparing, and insuring that site audits and sparing activities are executed upon. They will also be responsible for insuring that their region meets their revenue and profitability targets for Cisco / networking while maintaining a high degree of customer satisfaction.

Reports to the Networking Products Manager (NPM) to identify needs and improvements in the development of the networking offerings (primarily Cisco). This includes identification of areas of improvement and growth regarding all aspects of delivering Cisco/networking support offerings including, but not limited to:

• Pre-sales tools to increase percentage of accounts closed. Tools may include materials on risk mitigation / addressing the competition, education on the offerings, building up SMS’s reference account list and continuing education of the account executives in the Sales Specialists region.
• Identify areas of improvement with respect to quotes / proposals, on-boarding of customers, terms and conditions for Cisco / networking support offerings and sparing and network audits.
• Identification of improvements and additional components to continue to create more effective and competitive offerings in the Cisco / networking space.
• Identify frequently encountered product opportunities that SMS currently does not support. These can be for Cisco advanced technologies / products we don’t currently support as well as products from other OEMs such as Juniper, HP, Riverbed and others.

The Cisco / Networking Sales Specialists are crucial to the growth and success of the Cisco / networking business. The Cisco / networking business is one of the key areas targeted for growth by SMS and these individuals will be largely responsible for the growth, customer satisfaction and identification of areas of improvement and will interface with all organizational components of SMS in accomplishing the objectives identified in this position description.

Experience and Requirements

The candidate should possess the majority of the following requirements:

Server Product Pricing Specialist

Server Product Pricing Specialists provide pre-sales technical, configuration and pricing support for the SMS sales and management team. Research products with our cross-functional product development team to facilitate growth in products lines / sets for our rapidly growing and evolving service organization. 

Duties and Responsibilities

• Initiate the maintainability process for the HP PA-RISC and Itanium and Oracle (SUN) product lines
• Publish all documented results to our internal data portal
• Assist sales on phone and / or client-facing meetings to establish product knowledge aptitude and shorten the sales cycle by obtaining key information
• Create pricing and quoting rules model for implementation into our automated quoting tool
• Review final quotes for accuracy and advise a strategy for success for sales
• Investigate and report on market trends, OEM announcements and alternative maintenance providers
• Produce executive level summaries on a consistent basis
• Refine pricing based upon competitive analysis and field results

Skills/Qualifications

• Industry configuration experience with either HP or Oracle (SUN)
• Strong communication and interpersonal skills as position requires some direct interaction with clients, and good communication with both clients and internal staff
• Reporting Skills, Technical Writing Skills, Managing Processes, Organization, Analyzing Information , Professionalism, Problem Solving, Verbal Communication
• Must have strong computer skills with Microsoft Office and be very comfortable using the internet for research and informational purposes
• Ability to establish priorities appropriately, work independently and meet timelines and expectations is absolutely critical to success in this position
• Attention to detail is a must

Storage Product Pricing Specialist

Storage Product Pricing Specialists provide pre-sales technical, configuration and pricing support for the SMS sales and management team. Research products with our cross-functional product development team to facilitate growth in products lines / sets for our rapidly growing and evolving service organization.

Duties and Responsibilities

• Initiate the maintainability process for the assigned product line or platform (i.e. Brocade, HDS, StorageTek, EMC, NetApp)
• Publish all documented results to our internal data portal
• Assist sales on phone and / or client-facing meetings to establish product knowledge aptitude and shorten the sales cycle by obtaining key information
• Create pricing and quoting rules model for implementation into our automated quoting tool
• Review final quotes for accuracy and advise a strategy for success for sales
• Investigate and report on market trends, OEM announcements and alternative maintenance providers
• Produce executive level summaries on a consistent basis
• Refine pricing based upon competitive analysis and field results

Skills/Qualifications

• Strong communication and interpersonal skills as position requires some direct interaction with clients, and good communication with both clients and internal staff
• Reporting Skills, Technical Writing Skills, Managing Processes, Organization, Analyzing Information , Professionalism, Problem Solving, Verbal Communication
• Must have strong computer skills with Microsoft Office and be very comfortable using the internet for research and informational purposes
• Ability to establish priorities appropriately, work independently and meet timelines and expectations is absolutely critical to success in this position
• Attention to detail is a must

Networking Products Analyst

The Networking Products Analyst will serve as a key member within the Sales Support organization, responsible for important functions within the Networking group:

• Responsible for the preparation of proposals and quotes for the Cisco/Networking business.  This includes preparation of quotes for SMS Direct Support, NETsmart, SMARTnet and other Cisco resale products and hybrid products.
• Assist the Senior Networking Products Analyst and other members of the Cisco/Networking team in the preparation of complex bids, proposals and quotes.
• Develop a thorough knowledge of how to quote all products represented by the Cisco/Networking group as well as a strong foundational knowledge of which offerings to apply to various sales scenarios.
• • Seek direction from the Senior Networking Products Analyst and other team members to review prepared quotations and for direction on best practices in preparing quotations.
• Develop a strong foundational knowledge of all processes and organizational components involved in creating quotations, contracts, sparing, on-boarding of contracts, etc.  Seek out assistance from senior members of the team when required.
• Take the initiative to identify areas of process improvement in the Cisco/Networking business and bring suggestions forward to the Senior Networking Products Analyst and other team members

Experience and Requirements:

The candidate should possess the majority of the following requirements:

• A two to three year background in sales support/inside sales and the ability to rapidly learn the products, tools, processes and culture of SMS
• A fast learner and a self starter that thrives in a fast paced, high growth environment
• A working knowledge of Cisco products and quoting Cisco products and/or solutions a plus

Goals

• Earn Cisco Sales Expert (CSE) certification including adopting knowledge in future sales specializations such as Voice over IP (VoIP).  Time frame for earning CSE is six months.
• Become certified on and gain thorough knowledge of Cisco’s Smart Care program (branded NETsmart by SMS).  Knowledge will include being able to provide support and quotation support for all pre-sales, contract and on-boarding components of the NETsmart program.  Time frame for complete ramp-up – six to nine months.
• Work on other areas of development identified by the Senior Networking Products Analyst

Cisco Client Services Representative

Scope of Position

• Post Sales processing arm for all Cisco contracts
• Service Contract Center (SCC) knowledge
• SMARTnet purchases, renewals and modifications
• All Contract Adds, Moves and Changes for all SMS support programs
• Initiate PO requests for SMARTnet orders
• Cross-functional duties with Networking Team, Contracts Group, Finance & Sales
• Cisco Contract mgmt. experience- Service Account Management Tool (SAMT)
• Follow and improve upon documented processes
• Cisco Sales Expert (CSE) or equivalent

Must Requirements

The strength of the candidate in this role lies in the details. The Cisco CSR is the 1st point of contact the sales team has after a contract has been awarded. They are vital to processing and ensuring accuracy in all deals.

Technical Support

• The Cisco CSR should have a good working knowledge of Cisco products and services
• Broad understanding of Cisco SMARTnet, Cisco Base, and Smart Care offerings

Sales Support

• Process SMS contracts after awarded business
• • SMARTnet, Smart Care and SMS offerings
• Interfaces with customers in post- sales related activities and conference calls

Experience

A background in IT is preferred including a minimum of 1-2 years of Cisco Smartnet contract management. Experience with Cisco channel program also desired.

Personal Skills

• Excellent written and verbal communication skills.
• Ability to multi-task in a highly technical fast paced environment. 
• Self motivated and desire to take initiative to identify and take the lead on areas of the networking business requiring improvement (process, capabilities, etc.). 
• Working across multiple company groups including engineering, contracts, and finance

Requirements

• Extremely strong attention to detail
• Better than average organizational skills
• IT Cisco networking knowledge

Area Sales Manager

Job Objective

This will be a dual role for both Area Sales Manager (ASM) and Major Account Manager (MAM) with the responsibility for the development and performance of all sales activities in assigned market. The ASM staffs and directs a sales team as well as provides leadership towards the achievement of maximum growth in line with company requirements and budgets. Establishes plans and strategies to develop and manage major accounts, expand growth within existing accounts, "New Logo" business development and mentoring of Account Executives.

Essential Responsibilities

• Developing a business plan and sales strategy for the market that ensures attainment of company sales budget
• Responsibility for the performance and development of Account Executives
• Prepares action plans by individuals as well as by team for effective search of sales leads and prospects
• Initiates and coordinates development of action plans to penetrate new markets
• Assists in the development and implementation of marketing plans as needed
• Conducts one-on-one review with all Account Executives to build more effective communications, to understand training and development needs, and to provide insight for the improvement of Account Executive’s sales and activity performance
• Provides timely feedback to senior management regarding performance
• Maintains accurate records of all sales and activity reports submitted by Account Executives utilizing Salesforce.com
• Assists Account Executives in preparation of proposals and presentations
• Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implementedwithin the team
• Recruits, tests, and hires Account Executives based on criteria agreed upon by senior management

Desired Skills and Experience

• 5-7 years of experience in Sales Management, and Major Account Development
• Experience within H/W data center environments, IT Infrastructure, IT Services
• Meeting Budget and Sales Goals/Major Account Management Skills
• Performance Management
• Building Relationships
• Negotiation
• Results Driven
• Sales Planning

Engagement Manager

Scope of Position

The Engagement Manager Associate(Associate) serves as a key member within the Enterprise Business Segment and is responsible for the following three primary activities:

• Works with the account Engagement Manager (EM) and account team in managing the data and delivery of company products and services according to contracted business solution goals and objectives.
• Assists with contract modifications, account reviews and billing verification.
• Facilitates internal and client meetings and collaborates with team on project deliverables.

Primary Actions

• Collaborates with the SMS team managing the complex relationship between functional areas/departments and assists in the planning and delivering of end-to-end services.
• Collaborates with functional areas/departments to:
• • Consolidate Client data into Service Activity Reviews.
  • Work with the Client and SMS team on contract modifications.
  • Collaborate with the account EM and Account Executive on sales activity and projects.
  • Facilitate client/internal meetings and document meeting notes and actions.

Position Description Qualifications

Must Requirements (including any physical requirements):

The Associate must have proficiency in the following four core areas:

• Technology
• • Aptitude for learning new technologies quickly
  • Experience in project coordination
  • Expertise with MS Office, Excel and Power point.
• People
• • Strong communication skills.
  • Strong leadership skills.
  • Strong organization and time management skills.
• Client
• • Experience with sales/business relationships
  • Experience in collaborating with cross functional teams.
• Business
• • Experience in developing business documents.
  • Experience in working on multiple concurrent efforts.
  • Willingness to travel.

Engagement Manager Associate

Scope of Position

The Engagement Manager Associate serves as a key member within the Enterprise Business Segment and is responsible for the following three primary activities:

• Works with the account Engagement Manager and account team in managing the data and delivery of company products and services according to contracted business solution goals and objectives.
• Assists with contract modifications, account reviews and billing verification
• Facilitates internal and client meetings and collaborates with team on project deliverables

Primary Actions

• Collaborates with the SMS team managing the complex relationship between functional areas/departments and assists in the planning and delivering of end-to-end services
• Collaborates with functional areas/departments to
• • Consolidate Client data into Service Activity Reviews
  • Work with the Client and SMS team on contract modifications
  • Collaborate with the account EM and Account Executive on sales activity and projects
  • Facilitate client/internal meetings and document meeting notes and actions

Qualifications

Must Requirements

The Engagement Manager Associate must excel in the following four core areas:

• Technology
• • Aptitude for learning  new technologies quickly
  • Experience in project coordination
  • Expertise with MS Office, Excel and PowerPoint
• People
• • Strong communication skills
  • Strong leadership skills
  • Strong organization and time management skills
• Client
• • Experience with sales/business relationships
  • Experience in collaborating with cross functional teams
• Business
• • Experience in developing business documents.
  • Experience in working on multiple concurrent efforts.
  • Willingness to travel

Software Developer

Work in an agile and collaborative environment with a team of accomplished developers and business owners to develop and evolve the singlePoint® platform and applications suite.

If you are passionate about coding and developing high performance enterprise software, this may be an ideal opportunity for you.

In addition to competitive salaries, we offer health insurance, 401K, and great place to work with like minded software developers.

Summary

Construct quality SaaS applications using .NET programming technologies. Able to integrate applications with other technologies using web services and document specifications as needed.

Other functions of this role:

• Customize and debug web applications
• Evaluate and optimize system performance
• Follow best coding practices guidelines
• Deliver quality work
• Work within teams and individually

Skills

• Strong problem solving capabilities
• Real knowledge and experience with these technologies: SQL, HTML, CSS, Java Script, C#, ASP.NET and Microsoft application platform and tools
• Be methodical
• Good communicator
• Be an innovative thinker
• Consistently proactive
• Java Script
• Good organizational skills
• Understand systems architecture, databases, and web servers

Education

Degree in computer science and or related work experience.