Optanix is a technology and managed service provider that supports the most demanding businesses with our unique, advanced service assurance solution. Our history goes back more than 20 years as first a managed service provider and now as a technology platform leader and provider.
The Optanix Platform provides predictive and proactive business service assurance across hybrid infrastructures, with actionable intelligence for prioritizing and addressing problems before they impact critical business services to protect revenue, improve customer experience and reduce IT costs. It provides full stack monitoring with end-to-end, top-to-bottom management of the IT infrastructure and services. Advanced analytics and root cause analysis predictively and proactively detect new and impending problems and quickly analyze them from multiple angles to find the true cause and provide actionable intelligence. With business service monitoring and prioritization, these root cause problems are prioritized based on the criticality of the impacted business services to ensure the most important problems to the business are addressed quickly. Streamlined remediation and management workflows reduce Mean Time to Repair (MTTR) through automation. Secure, multi-tenant remote access further reduces MTTR by enabling experts to rapidly solve problems.
Optanix has more than 250 employees located across offices in New York City (our headquarters), Syracuse, NY and Raleigh, NC, plus additional remote locations. Our team has more than 200 separate industry certifications across contact center, collaboration, network and security technologies. We serve hundreds of customers in the financial, healthcare, retail and insurance industries (among others) across 70 countries.
o Full-stack monitoring and automation technology
o Built for the most demanding environments
o Relentless focus on customer success
o Shared ethos with service providers
o Experienced, committed people
The Optanix Application Engineer, Level 1 will follow defined PaaS procedures in managing daily service tickets and providing the highest level of customer service satisfaction. This role will be responsible for taking ownership of client specific requests, incidents and resolution process for the product support life cycle. The Application Engineer, Level 1 will be an expert in the user experience utilizing the GUI for each Platform release that is deployed in the field, and proactively review client trends, perform client root cause analysis and document executable plans and steps to reduce repeatable incidents using the Knowledge Database. This position requires consistent communication and feedback to other functional groups within Optanix, such as Customer Success Managers, Engineering, Product Management and RMS (Remote Managed Services).
- General understanding of LAMP stack technologies (Linux, Apache, MySQL and PHP).
- General understanding of Network and Systems Administration.
- Self-motivated, analytical, quick learner, organized, detail-oriented, result oriented, and ability to multitask.
- Strong written and verbal communication skills, including ability to deliver customer presentations or trainings. Strong work
ethic, initiative and integrity.
Essential Functions and Responsibilities:
o IT Service Management (ITSM) Roles
§ Service Desk (First Line Support)
- Log all relevant incident/service request details, allocating categorization and prioritization codes.
- Provide first-line investigation and diagnosis.
- Resolve real-time incidents/service requests whenever possible.
- Escalate incidents/service requests that cannot be resolved within terms of respective SLAs (Service Level Agreements).
- Close all resolved incidents, customer/channel/partner requests and other calls.
- Solicit customer/user satisfaction call-backs/surveys per the NPS process.
- Update the CMS (Configuration Management System) under the direction and approval of Service Asset & Configuration
Management (SACM) if so agreed.
o Assume ownership of maintenance, health and functionality of deployed Platform versions.
o Drive successful scheduled change control events.
o Possess a comprehensive understanding of the Platform in all GA (General Availability) releases, with the ability to
highlight key features, reports, and dashboards for technology types and subsequently articulate those features within the
Platform in relation to customer needs.
o Fulfill all Optanix post-incident billing review & submission process.
o Follow-up on 80% of all calls within 30 minutes, 100% of all calls within 60 minutes.Customer Support
o Achieve a high-level of customer rapport when working directly with a channel partner or customer.
o Achieve and maintain a successful NPS (Net Promoter Score) rating with the channel partner or customer.
o Create, develop and maintain reference documentation for channel partners and customer for the external Partner
Portal Knowledge Base.
o Create, develop and improve policies, procedures and best practices for the internal Optanix Knowledge Base. Communication
o Communicate with users – keep them informed of incident progress, notify them of impending changes or critical
o Use proficient and professional communication skills (written and verbal) to effectively communicate with internal and
o Deliver impactful, high-quality presentations and/or trainings to clients of all sizes, virtually and in person.
o Outline technical detail in case notes within Platform and other necessary systems (i.e. JIRA, AHA etc.).
o Participate in a variety of special projects as requested, including explorations of system or process improvements, new
feature requests, and joint projects with Engineering/Product Management, Professional Services, TAC, Sales and
Customer Success Management.
Education (minimum required):
High School Diploma/GED; major in Information Technology, or related field preferred.
Experience (minimum required):
0-3 years; customer support and system administration experience preferred.
Industry relevant certifications (LPIC/CCNA, etc.); ITIL preferred.
Optanix provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Optanix complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.