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Jobs at SOLEO

Service Assurance Support Engineer

Location: Rochester, NY

Department: Service Assurance

Type: Full Time

Min. Experience: Entry Level

At Soleo, our mission is to make useful connections for people everywhere, every day. Soleo is a global leader in delivering innovative, custom, and cloud-based communications solutions that range from carrier grade strong to local merchant simple. We work hard to create a fun, energetic, creative and forward-thinking environment.  Soleo empowers collaborative out-of-the-box thinking and encourages input and ideas from every department.  Every group at Soleo plays an important part in our mission and success.

The Service Assurance Support Engineer is responsible for supporting Soleo’s production systems. The role will encompass a broad range of functions including software installations, quality verification, troubleshooting of hardware/software/networking issues, systems monitoring, customer interaction, etc. Key to the role will be the candidate’s ability to grasp intricate use case scenarios and the associated software functionality.  

MAIN RESPONSIBILITIES

Works directly with clients to understand, troubleshoot, and resolve reported issues.
Maintains excellent customer communication and follows up throughout the troubleshooting process.
Exercises sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for escalation.
Engages other areas of the business to escalate issues, as needed.
Continually improves monitoring infrastructure through development of new health check scripts, etc.
Ensures 100% customer satisfaction in all internal and external transactions through consistently meeting and exceeding customer account needs and identifying opportunities to enhance delivery of company service and support goals.

PREFERRED QUALIFICATIONS AND EXPERIENCE

BS in Computer Science or related field
Minimum experience of 3 years, 5 preferred
Support of web servers and knowledge of HTML, XML, and Java
Support and administration of databases
LINUX, Windows, & AIX operating systems
Understand operations of IVR systems, operator workstations, and databases
Understand local server security mechanisms
Excellent communications skills both verbal and written
Ability to write clear and concise documentation
Perform necessary projects to achieve the organization’s mission
Willing to travel on occasion

SIGNIFICANT ABILITIES

Ability to work independently with minimal direction
Self-starter and finisher
Ability to manage multiple priorities at one time and manage tight deadlines
Ability to proactively follow-up on open and unclear items
Complete work with a high level of accuracy and able to quality check own work
Strong desire to succeed and be part of a winning team
Ability to communicate effectively across various functions and disciplines, including at the executive level

 

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