Senior ShoreTel Engineer

Location: New York, NY

Position Summary Provides excellent customer service through the rapid resolution and documentation of complex incoming IT/Shoretel service desk issues, projects and installs with attention to detail and follow through.  Provides consultation to client management and staff at the highest technical level for all aspects of all network and telephony design and configuration.  Plans and coordinates the installation of new or modified networks.  Efficiently analyzes complex telephony problems and initiates resolutions.

Qualifications

• The ideal candidate should possess a very high level of technical ability and excellent written and oral communication skills.  
• Bachelor degree and at least 10 years of experience in the IT/telephony field is required.  
• Some relevant industry certification history is required such as network+, security+, MCP, CCNA, HP, ASA etc.
• This position requires in depth knowledge of IT/telephony operations, workflow process and procedures to resolve inquiries independently.   
• Requires an in-depth knowledge of IT functions and applications, and broad knowledge of systems and technology alternatives, including: Certification with ShoreTel (ShoreTel Certified Engineer, ShoreTel Certified Engineer, ShoreTel ECC).
• IT operations and security In depth knowledge of Windows Server setup, DHCP, networking, security.
• Knowledgeable in designing, building and maintaining data center facilities Knowledge/experience designing and managing DR and back-up systems.
• Experience designing, recommending and installing voice, VOIP and network solutions.

Responsibilities

• Interprets, evaluates and resolves service requests inquiries pertaining to the functional operation of all installed applications, hardware and software products as needed from our clients Works nights and weekends as required.
• Works as many hours as required to complete the assigned tasks and duties as part of the base salary.
• Participates in after-hours, on-call coverage.
• Performs application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications.
• Design, development, documentation, analysis, creation, testing and/or modification of computer systems or programs, including prototypes, based on and related to user or system design specifications.
• Successfully completes projects within budget, completely, efficiently and accurately with a high degree of customer satisfaction and no negative impact to the customer’s business.
• Assumes leadership/ primary role in managing IT/Telephony projects related to network and/or Shoretel system implementation, modification or expansion.
• Installs, relocates, tests and maintains hardware and software of server/PC networks and/or telecommunications systems/networks, in support of a single (or multi)-vendor communication system environment.
• Works closely with clients, other internal staff and vendors in project planning and problem solving of complex network configurations.
• Prepares instructions and documentation for the project installation or modification.
• Executes all technical duties associated with the project.
• Enters detailed time and notes on service tickets throughout the daily work process and submits all tickets/timesheets weekly before Monday at 9 AM.
• Follows up on incoming requests to ensure client satisfaction; alerts the appropriate team member and client (according to escalation procedures) where appropriate.
• Assumes a deployment role in managing telephony projects related to network and/or System implementation, modification or expansion.
• Works closely with clients, other internal staff and vendors in project planning and problem solving of complex network configurations.
• Performs related duties as assigned or requested.
• Reports problems with procedures and makes suggestions for improvement.
• Proactively monitors performance of client Networks.
• Analyzes network problems, determines if vendor assistance is required, and initiates and coordinates corrective actions.
• Implements solutions and applies quality assurance tests to assure consistency with standards.
• Receives general direction from the Operations Manager, Help Desk Manager, Company President and client, though often leads complex projects with minimal supervision and guidance.
• Highly accountable for the effectiveness, quality and timeliness of project design decisions, development and timely execution of the plan.  
• Frequently acts as project leader.  
• Involved in providing assistance and training to lower level Engineers and technical support staff.

Benefits We value our employees' time and efforts. Our commitment to your success is enhanced by our competitive compensation and an extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

About brightstack brightstack Technologies, LLC was founded in 2004 to address an identified need in the New York City Metro market - a single source enterprise communications provider built on superior client service. Our comprehensive solution set will create the foundation of an organization's IT environment, integrating automation from phone systems to downstream applications. We are a leading Managed Services Provider supporting a wide range of technologies.