Center Engineer II - Helpdeck & Field Services

Support Center Engineer II — Helpdesk & Field Services Company: TEAMSOS (Special Order Systems, Inc.) — www.team-sos.com Headquarters:
Loomis, CA 95650

Work Location:

Onsite — Loomis, CA, with nationwide travel to client and public safety sites as required (up to 20% travel time)
Job Type: Full-time, 40 hours per week with overtime opportunities

Pay: $35.00 per hour, depending on experience, certifications, and field/on-call responsibilities

Education:

High school diploma or equivalent required

About TEAMSOSTEAMSOS (Special Order Systems, Inc.) is a Professional Services Organization that has delivered technology solutions to businesses for the past 28 years. We are focused on public service agencies and providing state-of-the-art technology to the industries that matter.

We are a longtime Genesys, formerly Interactive Intelligence, partner, a Microsoft Silver partner, and a Cisco Advanced Unified Communications partner. TEAMSOS implements these and other key professional service solutions for our customers, backed by outstanding customer service and support.

We are also a managed service provider and provide fully outsourced IT services to companies.

We are seeking a dedicated, adaptable individual to join our Technical Engineering and Customer Support Helpdesk team as a Support Center Engineer II.Position Summary The Support Center Engineer II is a hybrid helpdesk and field services role. Day to day, you will be the first point of contact for a dedicated helpdesk, handling Tier 1 phone and email support, ticket management, resolution, escalation, and client communication.

Beyond the helpdesk, this role requires flexibility. You will travel to client sites nationwide, including CalOES 911 facilities and Public Safety Answering Points (PSAPs), to install and support network and desktop equipment, respond to emergency dispatches, and work alongside vendors and subcontractors until issues are fully resolved.

Because these are mission-critical public safety environments, the role includes rotating pager/on-call duty and requires the ability to report onsite when an emergency demands it.

This position is well suited for someone who wants variety, is comfortable being the person who shows up when a site is down, and is motivated to grow technically through certification and hands-on work.

Primary Responsibilities Helpdesk & Ticket Management 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.

Field Services & On-Site Dispatch Travel nationwide as required by client and project needs.

Travel to CalOES 911 sites and other public safety facilities. Security clearance and background checks may be required.

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.

Monitoring & Tools…