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Field Technical Customer Support 3- (Louisiana) - Baton Rouge Louisiana
Company: Life & Safety Location: Baton Rouge, Louisiana
Posted On: 05/05/2024
For this opening we will consider candidates from the following locations: ,LA,United States - Intrado is looking to hire aPSAP (911) -Field Technical Customer Support (Level 3) -to join our Life & Safety business segment. This role will travel throughout Louisiana 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 (MOPs); assist in new product development and new product training.MINIMUM QUALIFICATIONS - 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 filesEducation:
- High school diploma or GED required
- Bachelor's degree from an accredited college or university in MIS or Computer Science preferredExperience: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.. 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 Louisianna
- Mileage is paid, but candidates must have their own working vehicleCompensation:
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