Implementation Engineer
Description:
As a member of the IT Services team, the Implementation Engineer will play a key role in product roll-out for various RescueNet products by helping to establish the gold standard for how we scope our projects and the process followed during application install. The Implementation Engineer will drive consistency within our scoping and installation process and ensure the client environment is installed and stable prior to the commencement of product training. This would include conducting scope calls to review hardware, software and networking requirements, reviewing hardware configurations, discussing implementation strategy, and the remote installation of RescueNet products prior to the training process. The Implementation Engineer would also help to establish processes, procedures, and documentation for these activities and work closely with the Implementation Team to troubleshoot problems with systems prior to support handoff.
Duties:
** Responsible for preparing clients for product installation through a scoping process. This would include a virtual walk through of the customer's environment to evaluate hardware, software, and networking requirements.
** Working with the client to develop a system configuration and installation strategy.
** Scheduling and performing software installations for SQL and RescueNet products in preparation for product training.
** Responsible for managing Implementation timelines and conveying those timelines to the Implementation team members assigned to the product.
** Troubleshooting issues related to installation including Server O/S, SQL, VM Ware, IIS, and product specific functionality prior to training visit in order to ensure all RescueNet applications are fully functional.
** Work closely with the Implementation Team to coordinate department-wide efforts relative to implementation and training.
** Act as "front line support" for the Implementation Team in the event of technical issues while at a client site. This would not be direct customer support; rather a mechanism for assisting the Implementation Specialists with project close-out and issue resolution prior to a handoff to the ZOLL technical support team.
** Establish consistency with troubleshooting and issue reporting procedures within the Implementation and IT Services teams.
** Occasional travel possible to 15%.
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Senior Systems Engineer
Description:
The Sr. Systems Engineer is instrumental in strategic planning, architectural design and capacity planning for the technology platform, for ZOLL's Hosting services. This person will effectively use analytical problem solving skills to remove hindrances associated with rapid deployment of new product solutions and/or resolve technical support issues. He/she will be responsible for managing complex mission-critical, web-based applications in a stacked, clustered, high availability 24x7 production environment. The Sr. Systems Engineer will install, configure, troubleshoot computer networks by performing the duties below.
Duties:
** Improve service delivery with respect to deployment of systems infrastructure
** Streamline the provisioning of multiple data center assets
** Drive systems monitoring improvements for applications hosted at off-site data center
** Assist in the development of best practices for management of data center systems as it relates to HIPAA audits
** Participate in critical incident management and root cause analysis
** Create an efficient process for managing critical infrastructure including escalation, communication and root cause determination
** Attend service review meetings and assist with measurement of vendor compliance with service level delivery targets.
** Take an active role in change management process, ensuring that all submission and execution controls are adhered to for operational changes.
** Enhance data center infrastructure to facilitate high availability
** Evaluate and redesign data center infrastructure to accommodate customer growth and application scalability
** Position will offer career-benefitting exposure to a wide range of IT support activities.
** Other duties as assigned by management.
Qualifications:
Education:
** Some college coursework or college degree in computer science or related field and/or equivalent experience
Experience:
* 5+ years of work in an IT data center
* Must have experience with these VMWare tools- vSphere server, Virtual Infrastructure client, vCenter Server and Lab Manager
* Technology service delivery and support
* Management of high availability systems which process confidential information
* Server and asset provisioning in a data center
Skills/Abilities/Knowledge:
** Microsoft SQL Server administration
** Microsoft IIS web server installation and configuration
** Web server load balancing technologies
** VMWare ESX Server management and familiarity with VMWare Infrastructure tools
** Knowledge of the principles of service support as defined in the ITIL framework and experience implementing ITIL practices
** Solid communication and problem solving skills
** Ability to work unsupervised
** Ability to work extended hours - position requires participation in after hours on call rotation
** Ability to multi task and prioritize
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The software development manager is responsible for leading a team of software and quality assurance engineers in the design, development and release of Custom Solutions Group software. Our Custom Solutions Group adapts our solutions to fit our customer's unique business needs.
Duties:
** Collaborate with team members on product definition, requirements, architecture and design
** Establish and assign work assignments and deadlines
** Issue directives to QA personnel to ensure product quality
** Collaborate with other software development managers on overall R&D programs
** Ultimate responsibility for on time, on budget delivery of finished releases
** Management of team members (hire/fire, reviews, development, etc)
** P&L responsibility for professional services organization
* Define / negotiate scope of professional services engagements
* Ensure regulatory compliance of team / product as applicable (FDA / HIPAA / SOX )
Qualifications:
*· 5+ years software development experience
*· Experience developing mission critical applications under deadline
*· Track record of delivering high quality products
*· Proven ability to work in an environment with cross divisional stakeholders in a mixed hardware/software environment
*· 3 - 5 years employee management experience
*· Excellent communication skills, both written and verbal
*· Strong leadership skills
*· Highly collaborative with technical and non-technical individuals
*· Out of the box thinker
ZOLL is the leader for information management in the Emergency Medical Response industry. We have the resources and stability of a large company, but the nimbleness, ambition, and determination of a startup, because we used to be one.
We mean what we say, we're growing, and doing it all in an awesome work place (Forbes Most Trustworthy, Fortune's Fastest Growing, Denver Post's Top Workplaces).
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Are you smart, motivated, and ready to roll? If so then you'll feel right at home here at ZOLL where we encourage creativity and reward initiative while helping our customers save lives!
ZOLL is the market leader in the delivery of enterprise software solutions for EMS organizations and fire agencies nationwide. Our software literally helps save lives and our support technicians are busy helping agency operators solve complex technical and end user issues. We're looking for a dynamic leader to manage and inspire several of our teams and to work as a key contact point for customers as well as individuals within ZOLL.
Duties:
* Manage several teams of direct reports within the Support department.
* Motivate and drive team morale and retention.
* Attend product meetings to offer input on product roadmap decisions, customer escalations, and implementation and training suggestions.
* Perform call observations and ticket quality checks for your direct team and overlap where needed with Support Director.
* Deal with escalated situations from phone calls to ticket follow up on an as needed basis.
* Act as primary customer facing agent for ZOLL and visit customer sites when necessary.
* Work strategically with the Support Director to create, deliver and drive new processes and procedures within the Support organization.
* Support the vision, direction and culture of ZOLL
Qualifications:
* Must have previous supervisory experience in a professional setting, with responsibility for a minimum of 5 employees to include hire/fire authority, performance reviews, compensation, etc.
* Experience with budgets and forecasting.
* Energetic, positive attitude that is motivational and inspiring.
* Must be passionate about providing excellent customer service.
* Strong leadership skills.
* Strong communication skills, both written and verbal.
* Proven time management and prioritization skills in fast paced environment.
* Previous call center or hospitality experience would be a plus.
* Technical experience a plus (SQL Server 2005, Windows Server 2003, MS O/S, Crystal Reports).
