Field Technical Customer Support 3 - Delaware

Intrado Life & Safety, Inc.•Wilmington, DE

20d•Onsite

About The Position

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.

Requirements

High school diploma or GED required
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
Basic knowledge of Word and Excel required
On-call required and night shift work dependent on customer request/updates (11pm -6am)
Mileage is paid, but candidates must have their own working vehicle
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

Nice To Haves

Bachelor’s degree from an accredited college or university in MIS or Computer Science preferred
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
Knowledge of cabling (e.g. running, terminating and testing Cat5e, 568a, 568b, RJ45 etc) preferred

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 an 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

Benefits

medical
dental
vision
life and disability coverage
paid time off
a 401(k) retirement plan
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
overtime
mileage reimbursement