Sr. Network Support Engineer TOA Technologies
TOA Technologies is the leading provider of Cloud-based mobile workforce management applications for large enterprises. Its patented platform improves customer service while dramatically reducing operational costs and providing immediate return on investment. As the industry's only solution using predictive, time-based analytics and performance pattern recognition, TOA reduces customer wait times while increasing field workforce efficiency. TOA automates Time Of Arrival communications across multiple channels to proactively keep customers apprised of their appointment status. It delivers unparalleled cost savings by providing on-demand tools for real-time planning, routing, dispatching and tracking of workers in the field. TOA's system deploys quickly, is highly configurable and is easily integrated with existing CRM solutions.
Gartner has recognized TOA Technologies as a visionary company for the past three years running, based largely on the company?s completeness of vision. Customers, analysts and investors have recognized ETAdirect mobile workforce management software for its ability to streamline the mobile workforce environment and enhance the customer experience. No other mobile workforce management solution in the market enables real-time predictive communications between companies, their field employees, and their customers.
By offering a best of breed solution for mobile workforce management that?s focused on customer care, TOA provides companies worldwide with a robust, modular platform for enhanced service and goods delivery. TOA?s natively integrated products and web-based delivery model allows clients to immediately reap benefits from reduced costs, increased revenue generation capacity and improved customer satisfaction. TOA focuses on the most valuable asset every company has - its customers - by vastly enhancing the customer experience through predictive technology.
TOA's mobile workforce management solution is deployed at leading companies worldwide in a range of industries, including Cable and Broadband, Telecommunications, Retail, Utilities and Home Services.
TOA Technologies is headquartered in Cleveland, Ohio, with offices in the United States, Europe and Latin America.
TOA is time-based
At TOA, time is the generative element. While our competitors focus primarily on technicians, work orders and equipment, we take all of those things into account, but we focus on time and how to translate time into improving efficiency and customer satisfaction. Our predictive technology measures how long it takes to perform tasks, accumulating information about what is happening in the field and using this information to provide better planning and management of the workday. A time-based approach ultimately leads to a better customer experience.
TOA is predictive
Most vendors in the mobile workforce management space set work time in blocks ? 45 minutes, 90 minutes, and 120 minutes. The problem is that this approach doesn?t reflect how people actually work. Some technicians or delivery people are better at some types of work than others. Travel times can change between locations. TOA?s unique predictive technology combines the historical performance of your teams, along with real-time information about the current workday, to be able to predict a one-hour time window with 98 percent accuracy.
TOA is self-learning
People can learn everyday and get better. Software should do the same. At TOA, our unique software as a service learns. It learns everything that happens and it continually improves. The more you use it, the smarter it gets. It learns the work patterns of your service or delivery people. Its predictive technology learns how long it actually takes your people to get from point to point, and it automatically incorporates that learned information into making smart decisions for you.
At TOA we have figured out how to turn conventional wisdom on its head by improving efficiencies by enhancing the customer experience.
Additionally, we can quantify the benefits that we deliver. With TOA?s service optimization solutions, you can improve:
Operational Efficiency Companies that have used TOA?s customer interaction management system in the past have reported a 75% reduction in overtime, 47% increase in the rate of jobs completed each day and 40% decrease in miles driven per appointment.
Customer Satisfaction Customers that have used our customer interaction management system have reported a 30% improvement in on-time performance and a 98% customer satisfaction rate.
Economics By optimizing your service through TOA, you can save money. By increasing efficiency, TOA saves its customers an average of $10,000 per mobile employee per year.
Position Summary ? Sr. Network Support Engineer
In support of the TOA Technologies SaaS suite of services the Sr. Network Engineer will be responsible for supporting the network infrastructure for TOA hosted data centers. TOA?s infrastructure is a 24x7 SaaS environment where SLAs are very important and tracked closely. This position will work from a home office, be highly visible in a customer facing environment and requires experience working with complex multi-vendor environments and multiple teams on the customer side. It will also require the ability to design an acceptable solution for the customer while maintaining TOA?s best practices and network connectivity guidelines.
Design, deploy and maintain the TOA network infrastructure to include routers, switches, firewalls and other network devices.
Review existing processes and recommending changes or instituting new processes as necessary, including the areas of monitoring, upgrades, and tuning.
Participate in application customization discussions and technical implementations as it pertains to network engineering.
Generate high-quality project documentation, such as architecture designs, implementation plans, design documents, test plans, etc.
Provide documentation, training and technical escalation applicable for day-to-day administration and change requests for network configuration.
Document maintenance activities, failure analysis results, incident reports, penetration analysis, audit results and activities related to management of small-scale projects.
Provide technical escalation and be on call during designated periods.
Support the Corporate IT staff in the maintenance of its network infrastructure that is located in the co-location facilities and 8+ office locations.
Work with engineering on release management and testing within a SaaS environment.
Diagnose, as appropriate, complex systems issues with multiple influencing factors, which may require interaction with vendors to resolve problems.
Bachelor?s degree in Computer Science, or equivalent work experience.
CCNP or CCIE desired.
7-10 years experience designing, deploying and maintaining of 24x7 enterprise network hosting environments.
5+ years experience with Cisco ASA Firewalls, Switches and Stacks.
5+ years experience with designing internal and external networks, using dynamic routing protocols such as BGP.
5+ years experience in a Linux/Unix-based environment.
In-depth understanding of TCP/IP, HTTP & VPN?s
3+ years in a SaaS production environment.
Experience with internal and external monitoring of network connectivity, performance and trend analysis.
Experience with FreeBSD/Linux Administration
Security, DDoS Administration
||Cleveland, OH |