Customer Support Engineer - Public Safety -
Our client, a leading vendor of IT Infrastructure and Applications solutions, is seeking a Customer Support Engineer based in the Northern VA/ Maryland / DC beltway.
The ideal candidate will have experience in the Public Safety and/ or Contact Center background with some levels of clearance. Candidates MUST be located within one hour commute of Dulles and Reagan airports.
This is mostly a virtual position in which the company will provide a laptop, phone and VPN device. The qualified candidate should have a clean driving record, clear background and drug test. The area of work is in the large metro airports. Candidates must be US citizens. Travel about 30% is required.
Provide remote support and onsite support (as required) for all products
Remote troubleshooting through any web or modem based application
Support enterprise level emergency support system
This position will require about 30% of travel
Troubleshoot and repair all cloud/modem based application and hardware issues
Work in a call center environment, handling service tickets
Working with Field engineers to resolve onsite issues
Interpreting log files; research and determine effected modules, decide on a course of faction to resolve the client’ s technical problems
Onsite responsibilities: Hardware replacement, performing any work that is require onsite, troubleshooting and installation of all products, answering all technical and product related questions
Customer Relationship Management a dedicated resource for high level customers
“ OnCall” afterhours technical support on a rotational basis
Regular and frequent reporting on implementation and customer/system status
Work with other support engineers and share information to develop more efficient processes and procedures
Mission Critical mentality and very good sense of urgency
Experience, Certifications and Qualifications:
Must have 3-5 years of experience with on/off site customer support in public safety and high security industry
Must have experience in a call center environment supporting contact center/ Public safety products
Must have experience in supporting call recording/VoIP recording solutions from providers such as Verint, NICE Systems, Synety, Five9 or 3CLogic
Thorough LAN/ WAN knowledge: Workstations, back office equipment such as TELCO and ACD
Strong understanding of Microsoft Windows Administration tools and services