ClearPointe

ClearPointe is a privately-owned company with headquarters based in Little Rock, Arkansas. We’ve been delivering outsourced NOC services to business clients since 1998 and currently manage networks for companies throughout the world. Our clients represent a wide range of industries.

We built our reputation and expertise developing 24/7 proprietary NOCs for very large companies including ones that service the financial services industry. Using the same proven principles of functionality, reliability and availability, we created a responsive, sophisticated Microsoft-centric NOC, including extensive libraries of protocols, routines and controls. Today, ClearPointe is an international center of excellence for practical deployment and management of advanced Microsoft technologies. We are known for our proactive approach to prevent problems and responsive actions when issues arise.

ClearPointe
09/27/2017
Full time
Title Enterprise Design Architect Industry Information Technology Job Status Exempt Compensation Commensurate upon experience Job Summary The Enterprise Design Architect leads scoping, design and implementation efforts on behalf of the ClearPointe Professional Services Group.  This position reports to the Director of Professional Services and will assist the Director in the evaluation, scoping and writing of Statements of Work, RFIs, RFPs, and Technology Roadmaps while also owning implementation deliverables on agreed upon engagements.  The Enterprise Design Architect must possess and maintain a deep, diverse technology skill set and exude an “expert” level of technical maturity and implementation skill – both with peers and clients.   This position requires expert communication/listening/writing skills as the Enterprise Design Architect is responsible for hearing, validating, developing and executing on technical strategies that are in alignment with client business drivers and demands.  A deep understanding of virtualization and cloud technologies/direction is critical to the success of this position.  Essential Job Functions Must be effectively able to translate client business drivers to technical design & implementation of: Network Infrastructure (Switches, Routers, Firewalls, Load Balancers) Microsoft Core Applications (Exchange / SQL / Data Protection Manager / System Center) Virtualization Technologies (Citrix, Microsoft, VMWare) and associated dependencies Backup Technologies encompassing both Disaster Recovery and Business Continuity Planning Security offerings and “best practice” configurations to limit client exposure; HIPAA, PCI-DSS, SOX and/or FDA compliance experience preferred Private Cloud and Datacenter Technologies Microsoft Azure, Office 365 and other cloud offerings Evaluates and develops proficiency in new and emerging technologies Listens and translates client non-technical business requirements into technical solutions Capable of producing thorough, well-written deliverables for SOW RFI, RFP and Technology Roadmap engagements Must continually meet and/or exceed mutually agreed upon implementation timelines and deliverables for scoped project work Must be a “self-starter” – capable of owning and delivering on tasks with limited supervision Assists ClearPointe Operations with peer review and guidance on technology details that affect ClearPointe Managed Services General Requirements Strong experience in interfacing with customers Proven ability to “write” and “present” technology solutions to clients 10+ years of broad IT experience, with exposure to the following focus areas: Core network infrastructure Virtualization and storage technologies in “highly available” configurations Microsoft Server Operating Systems, “core critical” applications and associated roles/features/services Backup solutions for Disaster Recovery and Business Continuity Cloud technologies and private/public workload dependencies Education/Certifications Bachelor’s degree, MCP, MCSA, MCSE, MCITP, CCNA, VCA-DCV preferred Important Notices  This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced or deleted by management to meet the business needs of the Company.  On occasion, work may be required beyond normal office hours. 
ClearPointe Little Rock, AR, United States
08/24/2017
Full time
Title Client Support Engineer Industry Information Technology Job Status Exempt, Full Time JOB SUMMARY The Client Support Engineer is the immediate escalation path from NOC Analyst. They provide guidance to NOC engineers as well as manage escalation of support requests within their shift schedule. Coordination and handoff to other shift schedule Client Support Engineer is also crucial to manage all service requests to timely resolution.  Client Support Engineers are actively engaged to work issues to resolution. The Client Support Engineer utilizes support from technical experts within the organization and third parties, as required, to resolve a problem. He/She takes responsibility for handling incidents and following them through completion or escalation. Upon successful resolution, he/she finalizes the task according to company policies for incident management. Job duties also include recording the problems encountered and techniques used to solve it for future reference. Client Support Engineers should be capable of solving a variety of network problems, including those that may not have standard resolution methods. In such cases, Managed Services Analysts should be able to apply methods based solely on their own technical knowledge. This position requires a person who can think ahead so as to implement proactive measures. Ability to grasp information in several formats, including print, verbal and pictorial representations, is important. Client Support Engineers must demonstrate excellent technical knowledge with a minimum of 5 years’ of IT support experience and be proficient in the following skill sets: ESSENTIAL JOB FUNCTIONS Responsible for management and resolution of escalated issues for complex technical incidents, including analysis, root cause determination and on-going client follow-up Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner. Provide training to NOC Analysts support and act as a mentor to other Managed Support Engineers. Ability to methodically resolve the more difficult and complex technical issues reported by customers. Utilize own judgment to resolve problems or perform research. Address routine and non-routine customer problems. Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification. Follows standard call tracking, special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system. Sets end-user expectation regarding the type and timeliness of service to be provided. Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests. Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs. Must be able to work flexible hours as needed. Must be able to work on-call once a month. Advanced IP routing and switching design, implementation, and troubleshooting SSL/L2L/DMVPN/GRE VPN design, implementation, and troubleshooting. Network security – Firewall planning, design, implementation, and troubleshooting. Must have experience in Office 365 and Azure. Advanced Windows Server 2008/2012 Technologies and Active Directory support Advanced Hyper-V/VMWare virtualization configuration and support including high availability configurations Advanced Microsoft Exchange 2010/2013 support Advanced SQL support  Advanced Storage support (SANs) Advanced Microsoft Lync support including SIP and voice configurations Advanced firewall, router and switch configuration and support Advanced thin client technology support (Citrix and Microsoft Remote Desktop Web Access) Load balancing support (Citrix / F5 load balancers) Data protection level three support (Microsoft DPM, Veam Backup / Recovery, and Symantec BackupExec) System Center management suite (SCCM, SCOM, SCEP, Service Manager) Use of network management software (HP SIM, Dell OpenManage, Microsoft System Center 2012, SolarWinds Orion) Manage customer health states and escalate as needed Ensure customers are responded to within established timeframes and customer care and technical support service levels are achieved. Strong documentation skills to be utilized for case management, knowledge capture, and training Additional responsibilities as assigned. GENERAL REQUIREMENTS A minimum of five years’ experience in IT. Exhibit above average reasoning and troubleshooting ability by identifying and analyzing an issue and developing and executing an action plan to resolve an issue. Must be available to work a rotating day but fixed time shift schedule. Excellent written communication and verbal skills, as well as strong listening skills. Be highly motivated. Demonstrate excellent interpersonal skills. A positive professional attitude with strong background in customer service is a must. Excellent interpersonal and communications skills (verbal and written). Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required. Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue. Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist. Handling all calls and requests with high emphasis on a friendly, professional customer-service attitude. EDUCATION/CERTIFICATIONS Bachelor Degree in IT preferred. Minimum Microsoft MCSE, Cisco CCNP or CCIE certifications preferred. Important Notices  This job description is not an exhaustive list of all job functions that an employee in this position may be asked to perform.  Duties and responsibilities may be changed by management to meet the business needs of the Company.  On occasion, work may be required beyond normal office hours.
ClearPointe Little Rock, AR, United States
08/24/2017
Full time
Title NOC Analyst Industry Information Technology Job Status Non-Exempt, Full Time JOB SUMMARY ClearPointe manages server and network infrastructure, 24/7. We are a services oriented business managing Information Technology world-wide, where each client is unique in its IT needs. This position will require an experienced IT professional with a diverse set of IT skills. The NOC Analyst handles alerting of network problems and works to resolve them. He/She analyzes the problem and, depending on problem complexity and resolution time constraints, either solves it or seeks help. The NOC Analyst utilizes support from technical experts within the organization and third parties, as required, to resolve a problem. He/She takes responsibility for handling incidents and following them through completion or escalation. Upon successful resolution, he/she finalizes the task according to company policies for incident management. Job duties also include recording the problems encountered and techniques used to solve it for future reference. NOC Analysts should be capable of solving a variety of network problems, including those that may not have standard resolution methods. In such cases, NOC Analysts should be able to apply methods based solely on their own technical knowledge. This position requires a person who can think ahead so as to implement proactive measures. Ability to grasp information in several formats, including print, verbal and pictorial representations, is important. A NOC Analyst must demonstrate excellent technical knowledge with a minimum of one year of IT support experience and be proficient in the following skill sets: ESSENTIAL JOB FUNCTIONS Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner. Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification. Follows standard call tracking, special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system. Sets end-user expectation regarding the type and timeliness of service to be provided. Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests. Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs. Must be able to work flexible hours as needed. Provide Microsoft Windows operating systems support including training and support requests received for Microsoft Office Suite applications and other enterprise IT and business applications. Provide Windows Server Technologies and Active Directory support. Provide Microsoft Exchange support. Provide Cisco router support. Provide Cisco and Fortinet firewall support. Provide thin client technology support (Citrix and Microsoft Remote Desktop Web Access) Use of network management software (HP SIM, Dell OpenManage, Microsoft System Center, SolarWinds Orion) Provides fundamental information technology/systems support and serves as "front line" response to customers via phone, email, and remote connectivity assistance. Additional responsibilities as assigned. GENERAL REQUIREMENTS A minimum of one years’ experience in an IT Help Desk or technical Customer Service Call Center environment preferred. Must be available to work a flexible shift schedule. Demonstrate ability to diagnose and troubleshoot problems in an effective manner. Be highly motivated. Demonstrate excellent interpersonal skills. A positive professional attitude with strong background in customer service is a must. Excellent interpersonal and communications skills (verbal and written). Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required. Macbook and iPad support experience a plus. Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue. Ability to think outside the box when diagnosing and troubleshooting issues where documentation may not readily exist. Handling all calls and requests with high emphasis on a friendly, professional customer-service attitude. EDUCATION/CERTIFICATIONS High school diploma or equivalent. Minimum Microsoft MCP or Cisco CCNA certification preferred. Associate’s Degree in IT preferred. Important Notices  This job description is not an exhaustive list of all job functions that an employee in this position may be asked to perform.  Duties and responsibilities may be changed by management to meet the business needs of the Company.  On occasion, work may be required beyond normal office hours.