The candidate will oversee the development and delivery of complex Skype for Business solutions by consulting on all project activities. Skills include but are not limited to:  sufficient technical ability to review Skype for Business system architecture definition and hardware/software specifications, issue reporting, follow up and closure, as well as delivering solutions, and integrating to other systems and applications. Project management activities include extensive interaction with internal customer resources and senior-level resources by monitoring time/scheduling and budgetary costs.  The resource should have previous experience architecting and deploying Skype for Business projects.  Healthcare industry expertise is a plus.

Performance will be measured by the adherence to project schedules/milestones, overall project profitability and compliance, as well as overall customer satisfaction with delivered solutions.  This role requires strong leadership skills to complete the Skype for Business project on time and within budget, and the resource may participate in customer steering committees related to the broader aspects of the program/project implementation on an ongoing basis.  Finally, the role will provide management assistance and oversight to resources delivering the solutions.

PRIMARY ROLE & RESPONSIBILITIES

• Overall project implementation responsibility for a large and complex healthcare customer engagement.
• Provide input to project estimates, technical solution design and plans for projects or project components.
• Accountable for the successful implementation and on-site deployment of professional services deliverables.
• Proactively identify and resolve project issues and facilitate the resolution process.
• Demonstrate leadership by decision making and problem solving, resource management, conflict resolution, planning, prioritizing and goal setting for successful project completion.
• Maintain and enhance customer, internal resource, vendor and partner relationships at all organizational levels through professional demeanor and communication.
• Handle day-to-day activities and communication between resources.
• Strong customer service and teamwork skills. Ability to coordinate cross-organizational resources based on project requirements.
• Must be able to work independently and/or as part of a wider project team and assume ultimate responsibility for customer satisfaction during the implementation process by delivering installed and thoroughly tested products.
• Develop, maintain, and manage Microsoft Project plans, project budgets, and P&L using a variety of standard tools including Microsoft Office suite, SharePoint and accounting tools.
• Maintain project repository by posting project documents and keeping all items up to date in identified systems. Provide status reports and measurements throughout life of the project.  

JOB REQUIREMENTS

• 5+ years of telephony experience working on voice solutions with carriers, PBX, VoIP and Unified Communications deployments and/or integrations
• Previous Microsoft Unified Communications voice deployment experience
• Microsoft certifications in multiple areas including Active Directory, Exchange Server, and Office 365 with a focus on Lync and/or Skype for Business
• Previous VoIP gateway configuration experience with vendors such as SONUS and AudioCodes
• Excellent communication skills to both customers and management, and the ability to translate complicated concepts into understandable language
• Must live within the St. Louis area
• Ability to travel (up to 25%) and work out-of-hours as required.
• Ability to pass a background check may also be required.
• Functional use of MS Office, Word, Excel, and PowerPoint, and the ability to learn and utilize resource tools specific to Aspect/SSM

An ABS technician is a hands-on team player who isn’t afraid to get their hands dirty. This person is collaborative, creative, and energetic in spirit. He or she is honest, kind, and courteous.Being empathetic, this person understands that trust and integrity is the foundation of Advanced Business Solutions’ relationship with its clients. The ideal candidate is knowledgeable, authentic and personable. He or she has a genuine enthusiasm for technology and a keen interest in helping people achieve more through the careful adoption and support of Information Technologies.

RESPONSIBILITIES

The responsibilities of an ABS Systems Administrator include, but are not limited to, the following:

• Act as first line of support for all Service Requests.
• Provide basic IT support for Microsoft’s core business applications and operating systems.
• Triage all incoming issues and open tickets accordingly in ConnectWise.
• Monitor the Remote Monitoring and Management system alerts and notifications, and respond accordingly by opening service tickets.
• Provide basic Network Administration. (New user creation, password resets, etc…)
• Provide support for issues involving malware and virus infections on workstations.
• Escalate tickets as necessary following the proper escalation procedures.
• Follow ABS Service Department Standards and Best Practices on a daily basis.
• Communicate with customers to provide updates on open tickets as needed. (Ticket progress, impending changes, maintenance windows, etc…)
• Ensure customer expectation is properly set and that all details are properly entered in the corresponding ConnectWise ticket.
• Meet ticket SLA’s.

SPECIFICATIONS

Required

• Strong customer service and troubleshooting skills.
• Ability to communicate technical information, both verbal and written, to a wide range of end-users.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Ability to multi-task and adapt to change quickly.
• Ability to work in a team environment and communicate effectively.
• Self-motivated with the ability to work in a fast moving environment.

Preferred

• 1 to 3 years of on the job experience providing technical support in an Information Technology capacity.
• Above average verbal communication and interpersonal skills.

Desired

• Associates or Bachelor’s degree or equivalent experience.
• Relevant Industry certifications.
• Experience working as part of a team.

WHY DOES ADVANCED BUSINESS SOLUTIONS STAND OUT FROM THE REST?

ABS was founded in 1995 as a Customer Service company first and an IT Service company second. We have experienced fast growth and expansion which provides many opportunities for advancement and growth for our employees. We encourage ingenuity and creativity in all aspects of our company and believe that the key to our success has been and will continue to be our constant desire to improve the Customer Experience.

Job Type: Full-time

Salary: $35,000.00 /year

Required education: Associate’s Degree

Required experience: Information Technology: 2 years

The ideal ABS IT Technician – Tier 2 is a proactive self-starter with exceptional troubleshooting and analytical skills who possesses an ability to excel in a fast-paced environment. He or she is not afraid to set and meet a high level of expectations. This person should be approachable, confident, and passionate. The right candidate has exceptional customer service skills, and a positive “can-do” attitude. This structured, organized, detail oriented individual knows how to prioritize and motivate others. He or she must possess excellent logical problem solving skills as well as the ability to follow through.

RESPONSIBILITIES

The daily responsibilities include but are not limited to:

• Assists over 300 clients with troubleshooting of desktops, servers and network devices.
• Remotely troubleshooting client issues or being onsite at a client office, providing superior IT customer service.
• Professionally respond to telephone calls, emails, and web-based service requests.
• Provide friendly, courteous and quality support for clients.
• Follow a service ticket through to its completion.
• Meet or exceed key service metrics.

Job Requirements

SPECIFICATIONS

Required

• Strong knowledge of desktop operating systems and productivity software (MS Office, Visio, PowerPoint, Adobe).
• Basic understanding of Windows Server Operating Systems, Group Policies, Active Directory, Office 365, and Exchange.
• Basic understanding of IP networking.
• Basic knowledge of Switches, Routers, and Firewalls.
• Self-starter with a proven record of setting and accomplishing goals.

Preferred

• 1 to 3 years of on the job experience providing technical support in an Information Technology capacity.
• Above average verbal communication and interpersonal skills.
• Associates or Bachelor’s degree or equivalent experience.
• Relevant Industry certifications.
• Experience working as part of a team.

WHY DOES ADVANCED BUSINESS SOLUTIONS STAND OUT FROM THE REST?

ABS was founded in 1995 as a Customer Service company first and an IT Service company second. We have experienced fast growth and expansion which provides many opportunities for advancement and growth for our employees. We encourage ingenuity and creativity in all aspects of our company and believe that the key to our success has been and will continue to be our constant desire to improve the Customer Experience.

The ideal Advanced Business Solutions Tier 3 Technician is a proactive self-starter with exceptional troubleshooting and analytical skills who possesses an ability to excel in fast-paced environments.  He or she is not afraid to set and meet a high level of expectations. This person is approachable, confident and passionate. The right candidate has exceptional customer service skills and a positive “can-do” attitude.  This structured, organized and detail oriented individual knows how to prioritize and motivate others. He or she must possess excellent logical problem solving skills as well as the ability to follow through.

RESPONSIBILITIES

The responsibilities of a Systems Administrator Tier III include, but are not limited to, the following:

• Troubleshoot technical issues on Desktops, Servers, Networking Equipment, Storage Appliances, etc.
• Work with various vendors to provide support for hundreds of applications in many different types of environments.
• Act as an escalation point for advanced technical problems.
• Provide ownership of high level and/or high profile issues to ensure quality service is being provided.
• Act as a Senior Technical Resource for other Technicians.

SPECIFICATIONS

Required

• 5-7 years of relevant IT experience.
• 1-3 years of experience in a “Senior” technical role.
• Strong working knowledge of Microsoft Desktop and Server Operating Systems including but not limited to Windows 7/8/10, Server 2008/2012/2016.
• Strong working knowledge of Active Directory, Microsoft Exchange, Office 365.
• Strong working knowledge of Networking Principles relative to Switches, Routers, Firewalls and Wireless Appliances.
• Strong working knowledge of VMware solutions for Server Virtualization.
• Above average written and verbal communication and interpersonal skills.

Preferred

• Bachelor’s Degree in a technical field of study.
• Industry certifications such as MCSA, MCSE, CCNA, CCNP, VCA and VCP.
• Experience working for an IT Service Provider.
• Strong working knowledge of Storage Technologies such as NAS and SAN solutions.

An Enterprise Help Desk Technician is a hands-on team player who isn’t afraid to get their hands dirty. This person is collaborative, creative, and energetic in spirit. He or she is honest, kind and courteous.

Being empathetic, this person understands that trust and integrity is the foundation of Advanced Business Solutions’ relationship with its clients. The ideal candidate is knowledgeable, authentic and personable. He or she has a genuine enthusiasm for technology and a keen interest in helping people achieve more through the careful adoption and support of Information Technologies.

RESPONSIBILITIES

The responsibilities of an Enterprise Help Desk Technician include, but are not limited to, the following:

• Act as first line of support for all clients.
• Provide basic IT support for Microsoft’s core business applications and operating systems.
• Triage all incoming issues and open tickets accordingly in Remedy.
• Provide basic Network Administration. (Password resets, etc…)
• Escalate tickets as necessary following the proper escalation procedures.
• Follow Enterprise Helpdesk Standards and Best Practices on a daily basis.
• Communicate with customers to provide updates on open tickets as needed.
• Ensure customer expectation is properly set and that all details are properly entered in the corresponding Remedy ticket.
• Meet Service Level Agreements 

ADDITIONAL DUTIES

• Improve overall customer service, perception, and satisfaction whenever possible.
• Responsible for entering time and expenses in ConnectWise.
• Develop an in depth understanding of support tools, techniques and how technology is used to provide IT services.
• Expand the technical capabilities of the Help Desk Team by developing processes for addressing common Service Requests

 SPECIFICATIONS

Required

• Strong customer service and troubleshooting skills.
• Ability to communicate technical information, both verbal and written to a wide range of end-users.
• Understanding of support tools and techniques and how technology is used to provide IT services.
• Ability to multi-task and adapt to change quickly.
• Ability to work in a team environment and communicate effectively.
• Self-motivated with the ability to work in a fast moving environment.

Preferred

• 1 to 3 years of on the job experience providing technical support in an Information Technology capacity.
• Above average verbal communication and interpersonal skills.
• Experience working in Remedy ticketing system

Desired

• Associates or Bachelor’s degree or equivalent experience.
• Relevant Industry certifications.
• Experience working as part of a team.

WHY DOES ADVANCED BUSINESS SOLUTIONS STAND OUT FROM THE REST?

ABS was founded in 1995 as a Customer Service company first and an IT Service company second. We have experienced fast growth and expansion which provides many opportunities for advancement and growth for our employees. We encourage ingenuity and creativity in all aspects of our company and believe that the key to our success has been and will continue to be our constant desire to improve the Customer Experience.

An ABS Senior Systems Engineer is a leader with a proven track record of successfully collaborating in a team environment to find creative solutions.  This person is comfortable acting as the escalation point for complex technical problems and is able to take ownership for finding or creating solutions to those problems at all costs.  He or she enjoys tinkering with technology outside of work and is always learning new things.

Being empathetic, this person understands that trust and integrity are the foundation of Advanced Business Solutions’ relationships.  The ideal candidate is knowledgeable, authentic and personable.

RESPONSIBILITIES

This position is responsible for maintaining the design and integrity of customer’s software systems, along with ABS internal systems. In addition, mentoring Tier 3 technicians and Project Engineers on improving skills will be a key work role. The daily responsibilities of a Senior Systems Engineer include, but are not limited to, the following:

• Engineer and implement system solutions for customers using technologies that meet their needs
• Assist in developing and maintaining best practices for project proposals
• Implement and support disaster recovery solutions
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Communication with customers and internal team members as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Enter all work as service and project tickets into ConnectWise and account for all time with detailed time entries on tickets
• Efficiently research and learn unfamiliar systems
• Assist Technicians with troubleshooting methodologies

ADDITIONAL DUTIES

• Improve customer service, perception, and satisfaction
• Develop documentation and provide consulting Coordinate in development and maintenance of internal systems
• Ability to work in a team and communicate effectively
• Support Business Analysts with solutions design process at the request of supervisor
• Provide timely responses to customer requests and ensure that customer is happy with response
• Responsible for entering time and expenses in ConnectWise
• In depth understanding of support tools, techniques, and how technology is used to provide IT services
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

 SPECIFICATIONS

Required

• 5-7 years of relevant IT experience. 1-3 years of experience in a “Senior” technical role
• Ability to train technical people in methodologies for troubleshooting and implementing complex systems
• Ability to identify signs of problems or out of scope items and bring to attention of Project Manager
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• Skill in planning and preparing written communications
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to work in a team and communicate effectively
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Ability to multi-task and adapt to changes quickly
• Self-motivated with the ability to work in a fast-moving environment

Preferred

• Bachelor’s Degree in a technical field of study
• Industry certifications such as MCSA, MCSE, CCNA, CCNP, VCA and VCP
• Experience working for an IT Service Provider
• Strong working knowledge of Storage Technologies such as NAS and SAN solutions.

WHY DOES ADVANCED BUSINESS SOLUTIONS STAND OUT FROM THE REST?

ABS was founded in 1995 as a Customer Service company first and an IT Service company second. We have experienced fast growth and expansion which provides many opportunities for advancement and growth for our employees. We encourage ingenuity and creativity in all aspects of our company and believe that the key to our success has been and will continue to be our constant desire to improve the Customer Experience.