Field Technical Customer Support - Delaware Job Wilmington area,Delaware USA,IT/Tech

Position: Field Technical Customer Support 3 - Delaware

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 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.

Responsibilities/Qualifications

Intrado is looking to hire a PSAP (911) Field Technical Customer Support (Level
3) to join our Life & Safety business segment. This role will travel throughout Delaware installing and maintaining our equipment so candidates must be willing to travel extensively throughout the state.

This role is responsible for leading and participating in the installation of 911 call handling and dispatch systems, including traveling to customer site, installation and troubleshooting of software and hardware; traveling to customer site to install assigned software and troubleshoot any product issues; provide on-site training for all assigned products; troubleshoot and resolve issues with product compatibility and integrations within scope of responsibility;

provide remote support to customers and service technicians as needed; participate in the development of Method of Procedures (MOP s); assist in new product development and new product training.

Key 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 (Method of Procedures)
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

Qualifications

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 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. Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified System Engineer (MCSE), etc.) preferred
Telephony knowledge (e.g. MDF, tip and ring punchdown, color codes, POTS, etc.) preferred
Basic knowledge of Word and Excel required
Knowledge of cabling (e.g. running, terminating and testing Cat5e, 568a, 568b, RJ45 etc) preferred
On-call required and night shift work dependent on customer request/updates (11pm
-6am)

Travel

Local travel throughout Delaware
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 be able to see well enough to read PC screens, review…