Support Center Engineer II - Helpdeck & Field Services

SPECIAL ORDER SYSTEMS INC•Loomis, CA

17d•$33 - $35•Hybrid

About The Position

TEAMSOS (Special Order Systems, Inc.) is a Professional Services Organization with 28 years of experience delivering technology solutions, focusing on public service agencies. They are a partner for Genesys, Microsoft, and Cisco, offering managed IT services. They are seeking a dedicated and adaptable individual for their Technical Engineering and Customer Support Helpdesk team as a Support Center Engineer II. This hybrid role involves both helpdesk support and field services, requiring flexibility to travel nationwide to client sites, including 911 facilities and Public Safety Answering Points (PSAPs). The position demands on-call availability for mission-critical public safety environments and offers opportunities for technical growth through certifications and hands-on experience.

Requirements

A minimum of five years of helpdesk experience or an equivalent degree is required.
Candidates must demonstrate above-average customer service and interpersonal skills.
Strong network routing and switching skills are required.
Experience installing network hardware, including routers and switches, as well as desktop systems, is required.
Candidates should have experience supporting desktop applications and desktop-related hardware, including peripherals.
A good understanding of computer systems, mobile devices, and other technology products is required.
Candidates should be tech savvy and have working knowledge of office automation products, databases, remote-control platforms, and monitoring tools.
The ability to diagnose and resolve basic technical issues is required.
Candidates must have experience managing support tickets and following escalation procedures.
Experience following and working within established procedures is required.
Excellent written and verbal communication skills are essential.
Candidates must be detail-oriented, self-motivated, self-directed, and able to work with minimal guidance.
A positive, can-do, team-oriented attitude is expected.
A valid driver's license and the ability to travel nationwide on short notice are required.
Candidates must be able to pass background checks and obtain security clearance when required for public safety and government sites.
Candidates must be willing to work holidays, weekends, evenings, and overtime as needed and participate in an on-call/pager rotation.

Nice To Haves

Industry certifications such as Cisco, Microsoft, or equivalent certifications are preferred.
Candidates should be willing to pursue and maintain certifications as required by company needs.
Prior experience working in 911, PSAP, or other public safety environments is preferred.
Experience with PRTG, Datto, or comparable monitoring platforms is also preferred.

Responsibilities

Serve as the first point of contact for helpdesk calls and emails.
Create tickets and cases in the helpdesk application and manage open ticket queues through resolution.
Provide phone and remote support directly to clients and escalate tickets to Support Center Engineer III as appropriate.
Provide frequent, proactive updates and communication to clients and manage responses in accordance with Service Level Agreements (SLAs).
Complete daily time entry with detailed notes regarding work performed.
Work tickets across voice, networking, and desktop support disciplines.
Participate in call center support shifts as part of the normal rotation.
Travel nationwide as required by client and project needs.
Travel to CalOES 911 sites and other public safety facilities.
Install, configure, troubleshoot, and support network equipment, including routers and switches.
Perform desktop installation, configuration, hardware support, and peripheral support.
Respond to emergency dispatches at PSAPs and other client sites.
Participate in rotating pager/on-call duty with the ability to report onsite for emergencies.
Actively monitor systems to identify potential issues requiring onsite technician dispatch.
Coordinate onsite dispatches with Tier II engineers and the Support Center Manager.
Monitor client devices and infrastructure using platforms such as PRTG and Datto.
Identify, triage, and respond to alerts before they become client-impacting outages.
Work with vendor teams to install 911 software and remain engaged until issues are fully resolved.
Coordinate with subcontractors and vendors to implement solutions from beginning to end.
Train, guide, and support subcontractors performing installation and support work.
Receive technical training and, in turn, train and mentor other team members.
Assist Tier II engineers and the Support Center Manager with scheduling meetings and coordinating dispatches.
Assist with billing activities.
Support the Manager in creating documentation and reports, including month-end reporting.
Provide occasional support for pre-sales activities.
Follow and work within established company procedures.
Provide recommendations for process improvement and automation.

Benefits

Medical, dental, and vision plans
Retirement savings
Other work/life programs
Employee-only medical coverage is paid at 100%.
Spouse and child coverage is paid at 30% for medical.
Dental and vision plans are also available.
Coverage begins on the first day of the month following 60 days of employment.
Health Savings Account
401(k) with Company Matching Program
Company-sponsored Life Insurance / AD&D for the employee, with additional benefits available for spouse and children.
Paid Vacation: Vacation accrual begins on the first day of employment.
Holidays and Personal/Sick Days Paid Time Off
Training Reimbursement and Personal Development
Employee Discount
Collaborative Work Environment