Position Summary: 

The TAC Manager will provide management and technical support to SOURCE’s internal staff, customers, and SOURCEnet vendors.

Job Responsibilities:

•  Design interfaces between CRM, eCommerce applications, and Source’s back-end systems.
• Manage a team of engineers providing tier 2 and tier 3 level technical support to SOURCE’s maintenance customers. 
• Manage a team of shift-work providing 24x7 support. 
• Manage a team of engineers to provide remote support for customer solutions consisting of products from Cisco, Avaya, Nortel, Juniper, Microsoft, and Extreme Networks. 
• Manages customer’s equipment via VPN, dialup, and remote desktop in response to equipment alarms or trouble tickets in accordance with service level agreements. 
• Troubleshoot, design, and make recommendations to customers helping resolve issues or obtain maximum efficiency/productivity. 
• Install, configure, and troubleshoot unified communications solutions. 
• Automates internal processes using scripting and programming languages including, but not limited to Microsoft Visual Basic, .NET, TELNET/SSH Scripting, OSSI Scripting, and Active Server Pages (ASP). 
• Organizes and conducts technical training classes covering current and future technologies for multiple departments 
• Perform pre-configuration of Avaya servers, customer database conversions, and system installations.
• Provide installation support, requiring an in-depth understanding of ARS Routing, Uniform Dial-Plan, DS1 and ISDN programming, Definity features, and Avaya S8xx server deployment in a converged environment, as well as Intuity, Audix, and/or modular messaging administration, installation, and maintenance. 

Minimum Requirements:

Education:

•  High school diploma or GED required.

Experience:

• Must be familiar with industry standard protocols such as Telnet, Remote Access Server (RAS), FTP, SSH, TFTP, VPN, and other various connection methods to support remote connections to systems.
• Must be familiar with Avaya proprietary software applications such as Avaya Site Administration, Provision, VAL Manager, and other software used for remote and onsite connections to Avaya systems.
• Experience with Linux, UNIX, and Windows is necessary to support Avaya’s new complex Converged Enterprise Servers as well as Office Communication Server (OCS) environments.
• Experience with Microsoft Office Communications Server (OCS) R2, Microsoft Exchange Server 2008/2010, and Active Directory in a medium to large enterprise network.
• Experience with basic routing and switching configurations on Cisco, Juniper, and Extreme Networks devices.
• 5-10 years experience managing a complex engineering team on Avaya systems including S8800/S87xx/S8500/S8300, Definity G3R, SI, and Prologix.
• Advanced knowledge of Avaya server-based systems and data networking
• Ability to perform advanced programming activities such as Multi-Site Networking, Q-Sig Integration, Call Center Programming (CMS, BCMS, Vectoring), and Third-Party Application Integration.
• Experience managing remote workers and remote support for customer solutions.
• Experience with installation, configuration, and troubleshooting of unified communications solutions 
• Knowledge of Microsoft servers and deployment (Server types, Active Directory, Exchange, OCS).
• Experience making presentations to groups of people including internal staff and customers.
  
  

Competency Requirements:

• Must have excellent written and oral communication skills. Must be able to communicate with people via telephone, email, and in person.
• Must be able to lead and motivate a team.
• Must possess exceptional customer service skills.
• Must be able to work in a constantly changing environment, with the ability to shift focus and rearrange priorities as needed.

Qualified candidates please send resume and cover letter to, This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

SOURCE, Inc. is an equal opportunity employer.