- 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
- High school diploma or GED required
- Bachelor's degree from an accredited college or university in MIS or Computer Science preferred
- 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)
- Local travel throughout Louisianna
- Mileage is paid, but candidates must have their own working vehicle
- 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 with company match and flexible spending accounts), and several that go above and beyond (tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity and pet insurances, identify protection and more) Apply today to join us in work worth doing
- Salary is between $ to start and will be commensurate with experience. Role is eligible for on-call and over time pay.
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Field Technical Customer Support 3- - Baton Rouge, United States - Life & Safety
Description
For this opening we will consider candidates from the following locations: ,LA,United States |
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 Louisiana 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.
MINIMUM QUALIFICATIONS
Education:
Experience:
Applicant for this job will be expected to meet the following minimum qualifications.
Travel:
Compensation:
Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge SaaS company is at the forefront of transforming the 911 emergency response continuum with next generation data-driven software. Intrado's solutions allow enterprises, call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better.
Our Company has sales and/or operations in the United States, Canada and Europe and 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.
