Customer Support Engineer - Public Safety - VA/MD

Reston, VA 22012

Job ID: 6675 Category: Installation Industry: Vendor-VoIP Level of Experience: Associate

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
  • VoIP/ Telephone systems: technologies: VOIP configuration, router/switch configuration, Audio codecs (h323, SIP)
  • Networking: Familiarity with TCP/IP addressing and configuration, Ethernet and Token Ring networks, hubs and routers
  • PC Hardware: Configure dipswitches and jumpers on PC boards, add RAM chips to CPU boards, configure and install PC boards (e.g. VGA boards, CPUs, SCSI controllers, network cards)
  • Strong understanding with VoIP configuration, Audio Codecs and other multimedia drivers
  • Knowledge of telephony, PBX, CTI and data network environments
  • Strong understanding of Microsoft SQL Server administration and database structure
  • External Mass Storage configuration administration
  • .NET and IIS knowledge/administration
  • Knowledge of call center environment a plus
  • Experience with Trunk radio systems a plus
  • Microsoft A+ or MCSE (MCSE preferred)
  • SQL Server
  • PBX Training (an advantage)
  • Cisco certifications (an advantage)
  • Middleware Training (Genesys, TSAPI, etc.)
  • Cabling, voltage measuring, audio transmission, and advanced VoIP experience provides a higher advantage
  • Candidates must be able to lift a minimum of 50 pounds
  • Candidates must go through security clearance and an impeccable financial trustworthiness
troubleshooting, PBX, VoIP, recording, recorders, loggers, 911, e-911, e911, Contact Center, Call Center

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