Field Technical Customer Support 2

Intrado Life & Safety, Inc.; Fort Lauderdale (FL); On-site; USD 35,818,000 - 44,083,000; Full time

Job summary

Intrado Life & Safety, Inc. is seeking a PSAP (911) IT Field Services Technician (level 2) to travel throughout Florida, installing and maintaining equipment for Broward County clients. The role requires troubleshooting software and hardware, plus providing on-site training and remote support as needed.

Qualified candidates have 2+ years in technical customer service, 2 years in networking/Windows servers, and familiarity with Oracle/SQL. Certifications and telephony knowledge are preferred.

Qualifications

• Minimum 2 years of technical customer service experience.
• Minimum one year installation or software training experience.
• Minimum 2 years experience with networking, Windows based servers and workstations.
• Minimum 1 year experience with Oracle and SQL preferred.
• Certifications (e.g. CCNA, CCNP, MCSE) preferred.
• Telephony knowledge (MDF, tip and ring punchdown, color codes, POTS).
• Basic knowledge of Word and Excel.

Responsibilities

• Maintain 911 call handling and dispatch systems.
• Travel to customer sites for maintenance and troubleshooting of software and hardware.
• Provide onsite training for assigned products.
• Troubleshoot product compatibility and integrations within scope of responsibility.
• Provide remote support to customers as needed.

Skills

Technical support

Networking

Windows servers

Telephony basics

MS Word & Excel

On-site customer service

Education

High school diploma or GED

MIS or CS degree preferred

Tools

Oracle

SQL

Certifications (CCNA/CCNP/MCSE)

Job description

About Us

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge companystrives 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.

Responsibilities/Qualifications

Intrado is looking to hire a PSAP (911) IT Field Services Technician (level 2) 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.

Essential Duties:

• Responsible for participating in the maintenance of 911 call handling and dispatch systems
• Travel to customer sites for maintenance and troubleshooting of software and hardware
• Provide onsite training for all assigned products
• Troubleshoot and resolve issues with product compatibility and integrations within scope of responsibility
• Provide remote support to the customers as needed

Education:

• High school diploma or GED required
  • Bachelor’s degree from an accredited college or university in MIS or Computer Science preferred

Experience:

Applicant for this job will be expected to meet the following minimum qualifications.

• Minimum 2 years of technical customer service experience required
  • Minimum one year installation or software training experience
• Minimum 2 years experience with networking, Windows based servers and workstations required
• Minimum 1 year 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.)
• Basic knowledge of Word and Excel required
• Night shift work dependent on customer request/updates (11pm -6am)

Travel:

• Local travel throughout Florida
• Mileage is paid, but candidates must have their own working vehicle

Physical Requirements:

• 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

Total Rewards

Want to love where you work? 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, and several that go above and beyond– 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!

The starting salary is anticipated between $26.50 and $32 and will be commensurate with experience.

Intrado is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.