Field Services Engineer - 911 Specialist - Onsite in Denver, CO

Overview

Summary

The Field Services Engineer is responsible for providing 9-1-1, NG9-1-1, or E9-1-1 technical support to customers via email, phone, in person, or other methods and utilizes knowledge of commonly-used concepts, practices, and procedures. The 9-1-1 Field Services Engineer works independently and exercises independent judgement to resolve issues. Travel is required to the customer’s site as needed, including a rotating schedule. Helps to support the ConvergeOne cloud team in providing Cloud Services.

Responsibilities

Essential Functions

• Provides 9-1-1, NG9-1-1, or E9-1-1 technical assistance and support for customer queries and issues
• Keeps upper management and team members informed of customer issues and concerns
• Creates cases in ticketing system for proper reporting and billing purposes
• Responds to customer requests based upon stated SLA’s
• Completes proper documentation required by the department, including scheduled reports
• Responds on-site to customer locations, as directed or required to resolve issues and/or based upon stated SLA’s
• Works with professional services team to support growing client base
• Works primarily in post-sales and support role capacity
• Engages with appropriate manufacturer technical support and sales personnel to assist customers, as needed
• Maintains all existing certifications, and achieves all certifications as required
• Participates in scheduled departmental meetings
• Maintains company issued equipment
• Complies with all ConvergeOne Policies and Procedures

Qualifications

Required Qualifications

• 3-8 years experience and must be certified by Vesta/ Intrado or Motorola
• Must have the VESTA/ VIPER Certification OR Motorola Certification or both as with this candidate since C1 contracts states that C1 will send certified people onsite
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Must be able to lift and carry up to 50 lbs.
• Ability to work under desks/tables and within tight spaces as needed
• Must be able to drive to customer locations
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Must be able to query customers to isolate the nature of the issue and use troubleshooting skills to resolve the issue
• Must be able to work under pressure and meet deadlines, while maintaining and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion
• Viper and/or Motorola ( formerly Airbus) Certification
• Must be able to obtain security clearance
• High school diploma or GED

Desired/Preferred Qualifications

• Bachelors or Associate degree
• Previous Public Safety or PSAP experience

Additional Information

C1 BENEFITS

* 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
* Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
* HSA with + Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision (2 plans: 12-month and 24-month frames allowance)
* FSA Plans (Healthcare, Dependent care and Limited Purpose)
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Term Disability
* Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)

* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance
* Legal/ID Theft Plans
* TeleHealth