Field Services Engineer - 911 Specialist

ConvergeOne•Denver, CO

58d•$78,000 - $115,000

About The Position

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)