Technical Customer Support 3

Intrado Life & Safety, Inc.

6d • $59,000 - $70,000

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 Technical Customer Support (Level 3) to join our team.

Requirements

• Associate's degree from an accredited college or university with major coursework in MIS, computer science, or a related field is required.
• Equivalent work experience in a similar position may be substituted for educational requirements
• Minimum 5 + years’ technical customer service experience required, preferably in a helpdesk environment.
• Minimum 1 year experience in the 9-1-1 or public safety industry required.
• Minimum 5 years' experience with networking, Windows based servers and workstations required
• Knowledge of cabling (e.g. running, terminating and testing Cat5e, 568a, 568b, RJ45 etc.) required
• Basic telephony knowledge (e.g. MDF, tip and ring punch down, color codes, POTS, etc.) required
• Intermediate knowledge of public safety industry hardware and software troubleshooting procedures required
• Intermediate knowledge of MS Excel, Word, and Outlook required.

Nice To Haves

• Minimum one year experience with SQL preferred
• Certifications (e.g. Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified Systems Engineer (MCSE), etc.) preferred

Responsibilities

• Responsible for providing advanced troubleshooting for customer related issues in adherence to departmental policies and procedures
• Perform advanced and escalated tasks to include troubleshooting and resolution, database and network monitoring, and external customer support
• Provide additional departmental support in escalated technical problem resolution
• Prepare and distribute a variety of metrics reports
• Participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, root cause analysis, and coordinating tasks
• Will be required to carry and on call pager for technical support issues.

Benefits

• At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond – tuition reimbursement 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, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees