Field Services Engineer - 911 Specialist - Onsite in Denver, CO
About The Position
C1: 1 Contact, 1 Connection, 1 Choice C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best. So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1. Overview Summary The Field Services Engineer is responsible for providing 9-1-1, NG9-1-1, or E9-1-1 technical support to customers via email, phone, in person, or other methods and utilizes knowledge of commonly-used concepts, practices, and procedures. The 9-1-1 Field Services Engineer works independently and exercises independent judgement to resolve issues. Travel is required to the customer’s site as needed, including a rotating schedule. Helps to support the ConvergeOne cloud team in providing Cloud Services.
Requirements
- 3-8 years experience and must be certified by Vesta/ Intrado or Motorola
- Must have the VESTA/ VIPER Certification OR Motorola Certification or both as with this candidate since C1 contracts states that C1 will send certified people onsite
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
- Must be able to lift and carry up to 50 lbs.
- Ability to work under desks/tables and within tight spaces as needed
- Must be able to drive to customer locations
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
- Must be able to query customers to isolate the nature of the issue and use troubleshooting skills to resolve the issue
- Must be able to work under pressure and meet deadlines, while maintaining and providing exemplary customer service
- Ability to work independently and to carry out assignments to completion
- Viper and/or Motorola ( formerly Airbus) Certification
- Must be able to obtain security clearance
- High school diploma or GED
Nice To Haves
- Bachelors or Associate degree
- Previous Public Safety or PSAP experience
Responsibilities
- Provides 9-1-1, NG9-1-1, or E9-1-1 technical assistance and support for customer queries and issues
- Keeps upper management and team members informed of customer issues and concerns
- Creates cases in ticketing system for proper reporting and billing purposes
- Responds to customer requests based upon stated SLA’s
- Completes proper documentation required by the department, including scheduled reports
- Responds on-site to customer locations, as directed or required to resolve issues and/or based upon stated SLA’s
- Works with professional services team to support growing client base
- Works primarily in post-sales and support role capacity
- Engages with appropriate manufacturer technical support and sales personnel to assist customers, as needed
- Maintains all existing certifications, and achieves all certifications as required
- Participates in scheduled departmental meetings
- Maintains company issued equipment
- Complies with all ConvergeOne Policies and Procedures
Benefits
- 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
- Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
- HSA with + Employer Contribution
- In-vitro Fertility (treatment coverage)
- Dental
- Vision (2 plans: 12-month and 24-month frames allowance)
- FSA Plans (Healthcare, Dependent care and Limited Purpose)
- Pre-tax Commuter Plans
- Employer-paid Life Insurance
- Employer-paid Short + Term Disability
- Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)
- Paid Parental Leave (4 weeks at 100%)
- Employee Assistance Plan
- Voluntary Life Insurance
- Legal/ID Theft Plans
- TeleHealth Options
- Wellness via Omada Health (healthy living solution)
- Travel Assistance
- Business Travel Accident Coverage
- Employer-paid Pet Telehealth
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Volunteer Time Off
- On Demand Pay (Daily Pay)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
