IT Field Technician 3- Broward County, FL

Intrado Life & Safety, Inc. • Fort Lauderdale, FL

4d • Onsite

About The Position

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters. Intrado is looking to hire a PSAP (911) IT Field Services Technician (level 3) to join our Life & Safety business segment. This role will travel throughout Florida installing and maintaining our equipment so candidates must be willing to cover a specified region in Broward County.

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

• 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
• 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
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED