Customer Support Engineer - Public Safety - VA/MD

Reston, VA 22012

Category: Installation Job Number: 6675 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
Established in 1991, J. Patrick & Associates, Inc is an Executive Recruiting firm that focuses on Executive Management, Sales, Marketing and Technical roles within Information Technology markets. We have over 20 years of experience recruiting in every aspect of AV/VTC/UC, Application, Storage, Information/Network Security, Mobile Technologies and Telecommunications. We handle Contingency and Retained search, as well as contract staffing. Our clients include industry-leading Technology Vendors, Systems Integrators, Telecommunications Service Providers and End User organizations.

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