CUSTOMER SERVICE

Job Title: Help Desk/Customer Service

Required Experience: minimum 1 year

Technical Background: Associate Degree in Information Technology, Computer Science, or related field with demonstrated work experience in Information Technology

Proven relevant experience in the following areas:

• Customer service and teamwork-oriented

• General knowledge of telecom technologies including TCP-IP and LAN technologies.

• Ability to act as 1st level support for the IT Support Center

• Problem-solving, must have excellent people skills, be able to listen, understand and analyze problems over the phone

• Strong written and verbal communications skills (English/Spanish)

• Highly motivated, self-starter with a positive attitude

Knowledge/Skills:

•  Excellent analytical, troubleshooting, and customer service skills

• Ability to work with minimal supervision and organize workload

• Superior time management, multitasking, and communication skills

• Respond to and/or routing inquiries to appropriate personnel

• Answer end users' questions with respect to the core software, hardware, security access, etc.

• Recording and/or maintenance of the automated incident tracking system

• Escalate problems to the appropriate area, department, or person

• Follow up on escalated calls when appropriate

• Stay current on software and hardware upgrades

• Handle phone, email, and, web-submitted problems and requests

• Perform related work as required

Licenses or Certifications: CompTIA A+ or Microsoft MCP certification preferred,  CompTIA Network+ certification a plus

IT / TECHNICAL

Job Title: Desktop/Telecom Technician

Required Experience: 2 – 4 years

Technical Background: Associate Degree in Information Technology, Computer Science, or related field with demonstrated work experience in Information Technology

Proven relevant experience in the following areas:

• Customer service and teamwork-oriented

• Highly motivated, self-starter with a positive attitude

• Excellent diagnostic/troubleshooting and problem-solving skills with strong attention to detail

• Ability to work on multiple tasks simultaneously

• Experience working with structural wiring, and familiarity with working in a secure networking environment are desired

Knowledge/Skills:

•  Excellent analytical, troubleshooting, and customer service skills

• Excellent interpersonal, verbal, and written (English/Spanish)  and listening skills

• A good understanding of DNS, Domain Controller, and telecommunication internet protocols

• Knowledge of computer equipment repairs, desktops, and laptops, software installation, hardware configuration including Laser Jet printers, inkjet/desk jet printers, and peripheral equipment

• General knowledge of E-Mail clients and protocols (Lotus Notes, Microsoft Exchange)

• General knowledge of telecom technologies including TCP-IP, Voice, Voicemail, WAN, and LAN technologies.

• General knowledge of installation, termination, and testing of structured cable systems using all types of physical media and associated components utilized in local and wide area networks.

Licenses or Certifications: CompTIA A+ or Microsoft MCP certification preferred,  CompTIA Network+ certification a plus

Job Title: Desktop/Voice Technician

Required Experience: 2 - 3 years 

Technical Background: Associate Degree in Information Technology, Computer Science or related field with demonstrated work of experience in Information Technology

Proven relevant experience in the following areas:

• Customer service and teamwork-oriented

• Highly motivated, self-starter with a positive attitude

• Excellent diagnostic/troubleshooting and problem-solving skills with strong attention to detail

• Ability to work on multiple tasks simultaneously

• Experience working with structural wiring, and familiarity with working in a secure networking environment is desired

• Experience to configure and troubleshoot Cisco, and AVAYA platforms

Knowledge/Skills: 

• Excellent analytical, troubleshooting, and customer service skills

• Excellent interpersonal, verbal, and written (English/Spanish)  and listening skills

• A good understanding of DNS, Domain Controller, and telecommunication internet protocols

• Knowledge of computer equipment repairs, desktops, laptops, software installation, hardware configuration including Laser Jet printers, inkjet/desk jet printers, and peripheral equipment

• General knowledge of E-Mail clients and protocols (Lotus Notes, Microsoft Exchange)

• General knowledge of telecom technologies including TCP-IP, Voice, Voicemail, WAN, and LAN technologies.

• General knowledge of installation, termination, and testing of structured cable systems using all types of physical media and associated components utilized in local and wide area networks

• Experience with Avaya ACD for call center environments

• Strong knowledge of operations of the Avaya CMS platform

• Advanced skills with vectoring and call routing within the ACD are a must

• Experience with IP softphone and IP agent applications to include programming and troubleshooting VOIP issues a plus

• Experience with IVR, Call Recording, and Call Accounting Systems is preferred

Licenses or Certifications: CompTIA A+ or Microsoft MCP certification preferred,  CompTIA Network+ certification a plus

Job Title:  Server Administrator

Required Experience: 2 – 3 years

Technical Background: Bachelor's Degree in Business Administration, Information Technology, Computer Science, Computer Engineering or related field

Proven relevant experience in the following areas:

• Customer service and teamwork-oriented

• Strong written and verbal communications skills (English/Spanish)

• Highly motivated and self-starter

• Excellent problem-solving/troubleshooting skills

• Ability to research & solve complex issues independently

• Ability to work on multiple tasks simultaneously

• Ability to effectively communicate issues and resolutions to all levels of the organization

• Strong background in Exchange 2000/2003 messaging system

• Solid knowledge of LAN/WAN configurations including experience with Cisco routers & switches, Internet firewalls, and wireless technology

Knowledge/Skills:

• Strong knowledge of GMP,  Windows 2000 / Windows 2003, VBScript, Backup and Antivirus Administration

• Strong knowledge of Veritas NetBackup, Symantec Antivirus, Altiris Notification and Deployment software, Domain Name Service, Microsoft SQL, VMWare Infrastructure enterprise and Microsoft Office SharePoint 2007

• Experience with IIS is highly desirable

• Excellent documentation skills are a must

• Unix, MS SQL, Oracle, Business Objects, and Crystal Report knowledge a must

Licenses or Certifications: Microsoft Certified System Administrator (MCSA)

Job Title: Data Base Administrator

Required Experience: 2 – 4 years

Technical Background: Bachelor's Degree in Business Administration, Information Technology, Computer Science, Computer Engineering or related field

Proven relevant experience in the following areas:

• Customer service and teamwork-oriented

• Highly motivated, self-starter with a positive attitude

• Excellent diagnostic/troubleshooting and problem-solving skills with strong attention to detail

• Excellent interpersonal, verbal, and written (English/Spanish)  and listening skills

• Solid understanding of the principles and techniques used in all phases of database design, development, testing, deployment, and maintenance

• Experience in managing multiple databases

• Experience with SQL Server and Oracle databases

• Experience with high availability, standby, backup and recovery, large database management, partitioning, replication, and cloning

Knowledge/Skills:

• Advance knowledge of database concepts, performance tuning, proactive monitoring, and problem-solving

• Advance knowledge of database management, monitoring, and tuning tools

• Strong analytical skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements

• Work with the development team to model information, design schemas, and optimize queries

• Maintain documentation of systems and standard operating policies and procedures

Job Title: Systems Analyst/SAP

Required Experience: 2 - 4 years

Technical Background: Bachelor's Degree in Business Administration, Information Technology, Computer Science, Computer Engineering or related field

Proven relevant experience in the following areas:

• Customer service and teamwork-oriented

• Strong written and verbal communications skills (English/Spanish) and listening

• Highly motivated and self-starter

• Ability to investigate and analyze information and present recommendations

• Ability to plan, implement, test, and troubleshoot system software

• Ability to determine the nature of computer hardware and systems software problems, and to communicate technical guidance and information to users

Knowledge/Skills:

• Strong interpersonal skills

• Must be extremely customer focused and follow through on commitments with customers and project resources

• Excellent problem-solving/troubleshooting skills

• Must be proactive, able to take the initiative, and work with minimum supervision

• Effective data collection and analytical skills

• Proven ability to achieve challenging goals and objectives

• Knowledge and experience in Oracle Databases and SQL Server

• Excellent documentation skills

• Computer Systems Validation knowledge is a must

Special Focus Knowledge/Skills:

• Good knowledge and understanding of SAP systems with a focus on PP, MM & SAP WM

• Good knowledge and understanding of SAP Security is a plus

• Experience working with XI interfaces between R/3 and non-R/3 application systems.

Job Title: Systems Analyst/Automation

Required Experience: 2 - 4 years

Technical Background: Bachelor's Degree in Business Administration, Information Technology, Computer Science, Computer Engineering or related field

Proven relevant experience in the following areas:

• Customer service and teamwork-oriented

• Strong written and verbal communications skills (English/Spanish) and listening

• Highly motivated and self-starter

• Ability to investigate and analyze information and present recommendations

• Ability to plan, implement, test, and troubleshoot system software

• Ability to determine the nature of computer hardware and systems software problems, and to communicate technical guidance and information to users

Knowledge/Skills:

• Strong interpersonal skills

• Must be extremely customer focused and follow through on commitments with customers and project resources

• Excellent problem-solving/troubleshooting skills

• Must be proactive, able to take the initiative, and work with minimum supervision

• Effective data collection and analytical skills

• Proven ability to achieve challenging goals and objectives

• Knowledge and experience in Oracle Databases and SQL Server

• Excellent documentation skills

• Computer Systems Validation knowledge is a must

Special Focus Knowledge/Skills:

• Good understanding of OSI PI interfaces

• Understanding of OSIsoft PI & AF architecture

• Skilled in OSIsoft PI tools for data loading and extraction

• Skilled in PI server to create & monitor, maintain configuration

• Skilled in SQL

• Skilled in Aegis Discoverant  & Business Objects

Job Title: Systems Analyst 

Required Experience: 2 - 4 years

Technical Background: Bachelor's Degree in Business Administration, Information Technology, Computer Science, Computer Engineering or related field

Proven relevant experience in the following areas:

• Customer service and teamwork-oriented

• Strong written and verbal communications skills (English/Spanish) and listening

• Highly motivated and self-starter

• Ability to investigate and analyze information and present recommendations

• Ability to plan, implement, test, and troubleshoot system software

• Ability to determine the nature of computer hardware and systems software problems, and to communicate technical guidance and information to users

Knowledge/Skills:

• Strong interpersonal skills

• Must be extremely customer focused and follow through on commitments with customers and project resources

• Excellent problem-solving/troubleshooting skills

• Must be proactive, able to take the initiative, and work with minimum supervision

• Effective data collection and analytical skills

• Proven ability to achieve challenging goals and objectives

• Knowledge and experience in Oracle Databases and SQL Server

• Skilled in Regulus / Sharepoint is a must

• Excellent documentation skills

• Computer Systems Validation knowledge is a must

Job Title: WEB Developer

Required Experience: 2 - 4 years

Technical Background: Bachelor Degree Bachelor Degree in Business Administration, Information Technology, Computer Science, Computer Engineering or related field

Proven relevant experience in the following areas:

• Experience in a structured environment with increasing levels of responsibility and complexity

• Extensive experience with Object-Oriented design and languages such as C#, C++, or Java

• Experience with .NET Framework

• Strong attention to detail

• Customer service and teamwork-oriented

• Strong written and verbal communications skills (English/Spanish) and listening

• Strong knowledge of Object Oriented development

• Strong knowledge of Microsoft SQL Server 2005

• Strong knowledge of Sharepoint 2007

Knowledge/Skills:

• Able to work independently and efficiently to meet deadlines

• Self-motivated, detail-oriented, and organized

• Experience with hardware and software issues

• Excellent communication (oral and written), interpersonal, organizational, and presentation skills

• Excellent Object-Oriented analysis and design skills (OOA/OOD)

• Experience working with relational databases with Oracle and SQL

• ColdFussion experience is a plus

Job Title: Telecom Analyst

Required Experience: 2 - 3 years

 Technical Background: Bachelor's Degree in Computer Engineering, Business Administration, Information Technology, Computer Science, or related field

Proven relevant experience in the following areas:

• Must have a hands-on experience and knowledge of the functions of the different layers of the OSI Seven-layer internetworking model; network topology, LAN and WAN hardware and media, IP Addressing, and routing protocol

• Experience to configure and troubleshoot Cisco Catalyst switches platforms and Cisco Routers

• Familiar with configuring and/or troubleshooting multiple site-to-site and remote access VPN Solutions as well as SSL VPN remote access solutions.

• Strong knowledge of IPsec, 802.x Wireless, VOIP, MPLS, SMTP, DNS, DHCP, OSPF, RIP, HSRP, BGP and EIGRP protocols

Knowledge/Skills:

• Knowledge of CISCO-based infrastructure standards and maintenance

• Understanding and knowledge of security/network best practices preferred

• Ability to follow company policies and procedures as well as internal departmental procedures to ensure consistency in systems

• Excellent verbal and written communication skills required

• Strong contributor in a team environment required

Licenses or Certification: Cisco CCNA Certification required; Cisco CCNP Certification preferred

Job Title: Computer Systems Validation

Required Experience: 3 years +

Technical Background: Bachelor's Degree in Business Administration, Information Technology, Computer Sciences, Computer Engineering or related field

Proven relevant experience in the following areas:

• Proficient in Computer System Validation experience; preferably in biotech/pharmaceutical industry

• Experienced in GMP regulations

• Experienced in testing principles and methodologies and their applicability

• Experienced in System Lifecycle management

• Experienced enforcing company policies and procedures as well as internal departmental procedures to ensure compliance

Knowledge/Skills:

• Strong interpersonal skills

• Teamwork oriented

• Strong analytical skills

• Excellent writing/documentation skills (English and Spanish)

• Strong communication skills (e.g. listening, explaining, training) in both English and Spanish

• Strong decision-making skills

• Be able to determine the technical impact on the business, the process, and regulatory compliance; be able to make validation recommendations

• Strong risk management knowledge and skills

• Be able to estimate time for validation tasks and monitor their progress; meet deadlines while ensuring quality and compliance

• IT Technical knowledge Strong problem-solving skills with the ability to work independently and within project teams

PROJECT MANAGEMENT

Job Title:  Project Manager

Required Experience: 3 years +

Technical Background: Bachelor's degree in Engineering, Computer Science, or Computer Information System

Proven relevant experience in the following areas:

• Excellent program management skills, especially communication, collaboration, facilitation and negotiation skills, project/release planning, critical-path management, issue and risk management, vendor contract, and relationship management

• Flexible, able to learn quickly in a dynamic environment

• Experience leading projects in a matrix management organization with cross-functional teams.

• Excellent team player able to work well in a cross-functional environment

• Motivates and drives others to succeed

• Strong written and oral communication skills

Knowledge/Skills:

• Excellent communication skills and problem-solving abilities

• Outstanding organizational, communication, and interpersonal skills.

• Knowledge of MS Project, MS Excel, and MS Word is required

• Excellent organizational and time management skills

• Excellent problem-solving and decision-making skills

• Ability to lead a team of technical and non-technical staff

• Ability to perform successfully in a high-pressure, fast-paced working environment

• Ability to work independently with little direction

• Careful attention to detail in all aspects of the job

Licenses or Certification: PMP Certification