Field IT Support — 911 Dispatch Systems Engineer (Travel)

Intrado; Virginia (MN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life and disability coverage

Paid time off

401(k) plan

Paid parental leave

Training resources library

Employee discounts

Critical illness insurance

Hospital indemnity

Legal support access

Pet insurance

Identity theft protection

Employee Assistance Program

Job summary

Intrado is seeking a PSAP (911) Field Technical Customer Support (Level 3) to install and maintain 911 dispatch systems across Virginia. Travel locally within Loudoun County and throughout the state is expected to support customers on-site and remotely as needed.

The role requires strong networking, Windows server/workstation, Oracle/SQL experience, and telephony knowledge. Certifications and ability to work odd hours may be required to meet customer needs.

Qualifications

• 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.
• Min two years of experience with Oracle and SQL preferred.
• Certifications (e.g. CCNA, CCNP, MCSE) preferred.
• Telephony knowledge (e.g. MDF, tip and ring, POTS) preferred.
• Basic knowledge of Word and Excel required.

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.
• 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.
• 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.

Skills

Networking

Windows servers

SQL

Oracle

Certifications

Telephony knowledge

MS Office

On-call / night shift

Education

High school diploma or GED

Bachelor's degree in MIS or Computer Science preferred

Job description

Intrado is seeking a PSAP (911) Field Technical Customer Support (Level 3) to install and maintain 911 dispatch systems across Virginia. Travel locally within Loudoun County and throughout the state is expected to support customers on-site and remotely as needed.

The role requires strong networking, Windows server/workstation, Oracle/SQL experience, and telephony knowledge. Certifications and ability to work odd hours may be required to meet customer needs.