PURPOSE & SCOPE:
The core responsibility for this Role is profitable and sustainable growth of  pre-configured Industrial Engine Monitoring solutions through superior technical support and value-added Field Commissioning.  The leading objective for this role is to increase sales by thoroughly supporting our solutions through online and telephone technical support and superior commissioning support with resellers and installers in the field through close collaboration with Engineering and Sales.
 

PRIMARY ACCOUNTABILITIES & RESPONSIBILITIES:

• Install, configure, and maintain operating systems (e.g., Windows, Linux)
• Install, configure, and maintain the PBX telephony system (including hardware and software components)
• Manage servers, storage solutions, and cloud environments
• Manage and maintain Internet presence including website, DNS, email servers
• Perform system upgrades, patch management, and regular maintenance
• Monitor, configure, and troubleshoot LAN/WAN, firewalls, routers, switches, PBX
• Implement network security measures and ensure compliance with company policies
• Manage VPNs, remote access, and telephony solutions
• Provide technical support to end-users for hardware, software, and network-related issues
• Provide support for internal users experiencing issues with their phones, voicemail, or call routing
• Troubleshoot problems with PBX components, including handsets, call routing, voicemail, and integration with other communication tools (e.g., VoIP)
• Create and maintain documentation for troubleshooting and operational processes
• Train users on new systems or processes when necessary
• Implement and maintain data backup solutions and disaster recovery plans
• Ensure system security by managing access controls, firewalls, and anti-virus solutions
• Regularly monitor systems for vulnerabilities and apply necessary fixes
• Monitor system performance and ensure efficient utilization of resources
• Troubleshoot and resolve performance bottlenecks
• Optimize infrastructure for scalability and reliability
• Work closely with other teams and departments to ensure seamless integration of systems
• Collaborate with vendors to resolve issues and evaluate new technology solutions
• Maintain accurate records of system configurations, processes, and network diagrams
• Develop and update IT policies and procedures
• Provide escalation support for support team and customers
• Mentor other technical and support areas, sharing areas of expertise
• Cross train with support team to help provide additional/backup support
• Assist engineering in the development and improvement of standard and custom setup files including validation testing and software regression testing
• Interface with marketing, customer service, sales and engineering to provide powerful solutions to customers
• Operate within parameters of departmental budget and control expenses
• Ensure the organization is exceeding customer expectations and consistently contributes to a high level of customer satisfaction
• Monitor customer, market and competitor activity and provide feedback to the company leadership
• Ability to travel and work outside of normal business hours as required
• Ensure company operates with integrity and ethics according to required governmental rules and code of conduct
• Ability to travel and work outside of normal business hours if required

EDUCATION & EXPERIENCE REQUIRED:

• Bachelor of Science degree or equivalent experience required.
• Proficiency with troubleshooting LAN/WAN TCP/IP and IIoT Cloud communications and tools
• Proficiency with network protocols such as SMTP, FTP, SSH, MQTT, HTTP, SSL/TLS, NTP, SNMP
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, Subnetting, VLAN, SIP, VoIP, etc.)
• Strong knowledge and experience in industrial networking, including Switches, Routers, and Firewalls
• Strong knowledge and experience with server management, virtualization (e.g., VMware, Hyper-V, Docker, Proxmox), and cloud platforms (e.g., AWS, Azure, Google Cloud)
• Knowledge and experience with Time Series data and analytics (InfluDB, Seeq, Aveva PI)
• Proficiency with operating systems such as Linux and Windows Server
• Experience with scripting and automation tools (e.g., PowerShell, Python, Bash).
• Knowledge and experience with monitoring tools (e.g., Nagios, SolarWinds, or equivalent).
• Knowledge and experience with cybersecurity best practices and tools
• Strong knowledge of PBX systems (e.g., Avaya, Cisco, Asterisk, 3CX) and VoIP technologies.
• Experience with telephony hardware, including desk phones, headsets, and call center devices.
• Familiarity with call routing, auto-attendants, voicemail systems, and IVR (Interactive Voice Response) configuration
• Strong troubleshooting skills for both hardware and software issues related to telephony systems
• Good verbal and written communications skills to be able to represent in a professional manner

PURPOSE & SCOPE:
The core responsibility for this Role is profitable and sustainable growth of  pre-configured Industrial Engine Monitoring solutions through superior technical support and value-added Field Commissioning.  The leading objective for this role is to increase sales by thoroughly supporting our solutions through online and telephone technical support and superior commissioning support with resellers and installers in the field through close collaboration with Engineering and Sales.
 

PRIMARY ACCOUNTABILITIES & RESPONSIBILITIES:

• Install, configure, and maintain operating systems (e.g., Windows, Linux)
• Install, configure, and maintain the PBX telephony system (including hardware and software components)
• Manage servers, storage solutions, and cloud environments
• Manage and maintain Internet presence including website, DNS, email servers
• Perform system upgrades, patch management, and regular maintenance
• Monitor, configure, and troubleshoot LAN/WAN, firewalls, routers, switches, PBX
• Implement network security measures and ensure compliance with company policies
• Manage VPNs, remote access, and telephony solutions
• Provide technical support to end-users for hardware, software, and network-related issues
• Provide support for internal users experiencing issues with their phones, voicemail, or call routing
• Troubleshoot problems with PBX components, including handsets, call routing, voicemail, and integration with other communication tools (e.g., VoIP)
• Create and maintain documentation for troubleshooting and operational processes
• Train users on new systems or processes when necessary
• Implement and maintain data backup solutions and disaster recovery plans
• Ensure system security by managing access controls, firewalls, and anti-virus solutions
• Regularly monitor systems for vulnerabilities and apply necessary fixes
• Monitor system performance and ensure efficient utilization of resources
• Troubleshoot and resolve performance bottlenecks
• Optimize infrastructure for scalability and reliability
• Work closely with other teams and departments to ensure seamless integration of systems
• Collaborate with vendors to resolve issues and evaluate new technology solutions
• Maintain accurate records of system configurations, processes, and network diagrams
• Develop and update IT policies and procedures
• Provide escalation support for support team and customers
• Mentor other technical and support areas, sharing areas of expertise
• Cross train with support team to help provide additional/backup support
• Assist engineering in the development and improvement of standard and custom setup files including validation testing and software regression testing
• Interface with marketing, customer service, sales and engineering to provide powerful solutions to customers
• Operate within parameters of departmental budget and control expenses
• Ensure the organization is exceeding customer expectations and consistently contributes to a high level of customer satisfaction
• Monitor customer, market and competitor activity and provide feedback to the company leadership
• Ability to travel and work outside of normal business hours as required
• Ensure company operates with integrity and ethics according to required governmental rules and code of conduct
• Ability to travel and work outside of normal business hours if required

EDUCATION & EXPERIENCE REQUIRED:

• Bachelor of Science degree or equivalent experience required.
• Proficiency with troubleshooting LAN/WAN TCP/IP and IIoT Cloud communications and tools
• Proficiency with network protocols such as SMTP, FTP, SSH, MQTT, HTTP, SSL/TLS, NTP, SNMP
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, Subnetting, VLAN, SIP, VoIP, etc.)
• Strong knowledge and experience in industrial networking, including Switches, Routers, and Firewalls
• Strong knowledge and experience with server management, virtualization (e.g., VMware, Hyper-V, Docker, Proxmox), and cloud platforms (e.g., AWS, Azure, Google Cloud)
• Knowledge and experience with Time Series data and analytics (InfluDB, Seeq, Aveva PI)
• Proficiency with operating systems such as Linux and Windows Server
• Experience with scripting and automation tools (e.g., PowerShell, Python, Bash).
• Knowledge and experience with monitoring tools (e.g., Nagios, SolarWinds, or equivalent).
• Knowledge and experience with cybersecurity best practices and tools
• Strong knowledge of PBX systems (e.g., Avaya, Cisco, Asterisk, 3CX) and VoIP technologies.
• Experience with telephony hardware, including desk phones, headsets, and call center devices.
• Familiarity with call routing, auto-attendants, voicemail systems, and IVR (Interactive Voice Response) configuration
• Strong troubleshooting skills for both hardware and software issues related to telephony systems
• Good verbal and written communications skills to be able to represent in a professional manner