Field Services Engineer - 911 Specialist

C1•Centennial, CO

9d•$78,000 - $115,000

About The Position

The Field Services Engineer provides technical support for 9-1-1, NG9-1-1, or E9-1-1 systems, responding to customer questions and issues by email, phone, in person, or other methods. The engineer works independently, applies commonly used technical concepts and troubleshooting practices, and exercises independent judgment to resolve issues. Travel to customer sites is required as needed, including on a rotating schedule. The role also helps support C1’s cloud team in providing Cloud Services. The position works primarily in a post-sales support capacity, collaborating with professional services and manufacturer technical support and sales personnel. The engineer documents and reports work through the ticketing system, responds within applicable service-level agreements, maintains certifications and company-issued equipment, and follows company policies and procedures.

Requirements

3–8 years of experience.
VESTA/VIPER certification, Motorola certification, or both; the posting also specifies Vesta/Intrado or Motorola certification.
Ability to perform essential job functions safely and successfully in accordance with applicable ADA, FMLA, and other federal, state, and local standards, including meeting productivity standards.
Ability to lift and carry up to 50 pounds.
Ability to work under desks or tables and in tight spaces as needed.
Ability to drive to customer locations.
Excellent verbal and written communication skills, including effective communication with internal and external customers.
Ability to query customers to identify the nature of an issue and use troubleshooting skills to resolve it.
Ability to work under pressure, meet deadlines, and provide exemplary customer service.
Ability to work independently and complete assignments.
Ability to obtain a security clearance.
High school diploma or GED.

Nice To Haves

Bachelor’s or associate degree.
Previous Public Safety or PSAP experience.

Responsibilities

Provide 9-1-1, NG9-1-1, or E9-1-1 technical assistance and support for customer queries and issues.
Keep upper management and team members informed of customer issues and concerns.
Create cases in the ticketing system for reporting and billing purposes.
Respond to customer requests based on stated service-level agreements.
Complete required departmental documentation, including scheduled reports.
Travel to customer locations to resolve issues when directed, required, or stipulated by service-level agreements.
Work with the professional services team to support the growing client base.
Work primarily in a post-sales and support role.
Engage manufacturer technical support and sales personnel to assist customers as needed.
Maintain existing certifications and obtain certifications as required.
Participate in scheduled departmental meetings.
Maintain company-issued equipment.
Comply with ConvergeOne policies and procedures.

Benefits

401(k) plan with a 35% employer match per dollar, up to a 10% employee contribution.
Medical coverage, including UnitedHealthcare, Reference Based Pricing with member advocacy, and Kaiser options.
Prescription home delivery.
HSA with employer contribution.
In-vitro fertility treatment coverage.
Dental and vision plans.
Healthcare, dependent care, and limited-purpose FSA plans.
Pre-tax commuter plans.
Employer-paid life insurance.
Employer-paid short- and long-term disability coverage, with an optional self-paid long-term disability plan also available.
Paid parental leave: four weeks at 100%.
Employee assistance plan.
Voluntary life insurance for team members, spouses, and children.
Voluntary accidental death coverage for team members and spouses.
Legal and identity-theft plans.
Telehealth.
Wellness program via Omada Health.
Travel assistance.
Business travel accident coverage.
Medical coverage for foreign travel.
Employer-paid pet telehealth accident insurance.
Critical illness insurance.
Hospital indemnity insurance.
Volunteer time off.
10 holidays.
Summer Sizzle.
On-demand pay (Daily Pay).