Best Practices, CCNA - Cisco Certified Network Associate, CCNP - Cisco Certified Network Professional, Computer Science, Customer Support/Service, Documentation, Emergency Services, Equipment Maintenance/Repair, Ethernet Cable, Expense Reports, File Maintenance, Follow Through, Hardware Installation, High School Diploma, Identify Issues, Installation Guide, Lift/Move 50 Pounds, Loading/Unloading, MCSE - Microsoft Certified Systems Engineer, Maintain Compliance, Maintenance Services, Management of Information Systems/Technology (MIS), Mentoring, Microsoft Excel, Microsoft Windows Server, Microsoft Word, On Call, On Site Support, Oracle Database, POTS (Plain Old Telephone Service), Problem Solving Skills, Procedure Development, Product Development, Project Planning, Reporting Skills, Schematics, Software Administration, Software Installation, Technical Support, Technical Writing, Telephony, Time Management, Training/Teaching, Willing to Travel
Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.
Responsibilities:
Intrado is looking to hire a PSAP (911) Field Technical Customer Support (Level 3) to join our Life & Safety business segment. This role will travel throughout Delaware installing and maintaining our equipment so candidates must be willing to travel extensively throughout the state.
This role is responsible for leading and participating in the installation of 911 call handling and dispatch systems, including traveling to customer site, installation and troubleshooting of software and hardware; traveling to customer site to install assigned software and troubleshoot any product issues; provide on-site training for all assigned products; troubleshoot and resolve issues with product compatibility and integrations within scope of responsibility; provide remote support to customers and service technicians as needed; participate in the development of Method of Procedures (MOP's); assist in new product development and new product training.
Key Responsibilities
- Provide assistance and guidance to co-workers on best approaches, practices, and lessons learned
- Prepare reports, material and documentation as requested
- May update project plan
- Participate in the development of MOPS (Method of Procedures)
- Train and mentor assigned co-workers, as necessary
- Provide departmental support in problem resolution, ensuring issues are resolved in an accurate, timely, and professional manner
- Gather all information prior to installs using the tools provided prior to traveling on-site
- Make an introductory phone call to the customer to confirm appointment time and location
- Provide remote support to customers and service technicians as needed
- Collect supporting documents from each installation and return assigned paperwork as required
- Submit expense reports and time cards to supervisor as required ensuring adherence to
- Follow research through until resolution
- Document all issues thoroughly maintaining department files
Qualifications
Education:
- High school diploma or GED required
- Bachelor’s degree from an accredited college or university in MIS or Computer Science preferred
Experience:
Applicant for this job will be expected to meet the following minimum qualifications.
- Minimum 5 years of technical customer service and installation or software training experience
- Minimum 5 years experience with networking, Windows based servers and workstations required
- Min two years of experience with Oracle and SQL preferred
- Certifications (e.g. Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified System Engineer (MCSE), etc.) preferred
- Telephony knowledge (e.. MDF, tip and ring punchdown, color codes, POTS, etc.) preferred
- Basic knowledge of Word and Excel required
- Knowledge of cabling (e.g. running, terminating and testing Cat5e, 568a, 568b, RJ45 etc) preferred
- On-call required and night shift work dependent on customer request/updates (11pm -6am)
Travel:
- Local travel throughout Delaware
- Mileage is paid, but candidates must have their own working vehicle
Physical Requirements:
- Must be able to occasionally lift up to 50lbs
- Occasionally may be asked to bend, stoop, carry items which may weigh more than 25lbs (i.e. tool kits), climb stairs, work in a confined space, crawl, kneel, push, reach above the shoulder, do repetitive motions, stand, walk, climb ladder, or lift objects above the head
- Must have enough mobility to load and unload product equipment, setup a station at a specified location, trace cables (potentially under desks) and sort equipment as required
- Should be able to hear customers over the phone, detect system beeps when troubleshooting, and verify sound quality when working with telephony equipment
- Must be able to see well enough to read PC screens, review mother board schematics, and follow technical documentation
Total Rewards:
Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan, and several that go above and beyond – paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity, access to legal support, pet insurance, identity theft protection, an EAP (Employee Assistance Program) that includes free mental health resources/support, and more! Apply today to join us in work worth doing!
The starting salary is anticipated between $36 and $46 an hour and will be commensurate with experience. This role is eligible for overtime and mileage reimbursement.
Intrado is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.
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Intrado Life & Safety, Inc.