Who is Trace3?
Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate.
Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it!
Trace3 is headquartered in Irvine, California. We employ more than 1,000 people all over the United States. Our major field office locations include Atlanta, Denver, Detroit, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, San Diego, San Francisco, and Scottsdale.
Ready to discover the possibilities that live in technology?
Come Join Us!
Street-Smart - Thriving in Dynamic Times
We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the “big picture.” We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.
Juice - The “Stuff” it takes to be a Needle Mover
We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.
Teamwork - Humble, Hungry and Smart
We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it’s due and demonstrate transparency. We “bring the weather” by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.
About the Role:
The Managed Services Engineer will provide technical support, analysis and maintenance of the IT infrastructure of client environments. This position will manage any support escalation between partners and customers and determine action plan, and root cause of technical issues.
What You’ll Do:
- Review service requests, consult with users, and provide technical analysis and deliverables to client
- Administer and troubleshoot Cisco Collaboration environments; Call Manager, Unity Connection, IM&P, UCCX, Webex Calling
- Provide voice gateway / CUBE support and troubleshooting
- Create and maintain comprehensive documentation as it relates to server and network topology, equipment, and configuration
- Participate in after-hours testing, upgrades, troubleshooting, and/or on-call availability as needed to support client needs
- Access customer environment to validate repairs after they have been completed
- Responsible for customer support requests in order to meet customer SLA (service level agreement)
- Join or host phone or remote sessions to understand the environment and identify next steps for remediation
- Manage any support escalation between partners and customers
- Determine action plan and root cause of technical issues
- Oversee the work being performed by technical team while ensuring that Company standards are being adhered to
- Acquire, develop, document, maintain, and expand knowledge base of relevant products, current support policies, and methods of support delivery in order to quickly provide technically accurate and complete solutions.
- Implement “best practices”, as communicated and agreed upon with the end customer
- Provide “as-built” documentation, per the agreement or ticket
Qualifications & Interests:
- Bachelor’s Degree or equivalent level of education/work experience
- A minimum of 1- 3 years working experience with network infrastructure technologies including routing, switching, QoS, VLANs, WAN, etc
- Cisco Certified Technician Collaboration (CCT Collaboration) certification, or equivalent, desired
- A strong understanding of common PBX technology including analog telephony, PSTN connectivity, faxing, call routing, dial plans, etc.
- Exceptional attention to detail, strong organizational and troubleshooting skills
- Must have initiative and motivation to learn.
- Must be customer centric and have the ability to work under aggressive timelines
- Ability to multi-task while adhering to Company and customer standards
The Perks:
- Competitive Compensation
- Comprehensive medical, dental and vision plans for you and your dependents
- 401(k) retirement plan, 529 college savings plan, life insurance, and AD&D
- Work with the Best and Brightest
- Grow your brain through training and development programs
- Stocked kitchen with snacks and beverages
- Collaborative and cool office culture
- Work-life balance (where we don’t encourage fun and relaxation time; we actually require it)
- Unlimited vacation to relax, restore and refresh
***To all recruitment agencies: Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.
