Overview

Summary

The Field Services Engineer is responsible for providing 9-1-1, NG9-1-1, or E9-1-1 technical support to customers via email, phone, in person, or other methods and utilizes knowledge of commonly-used concepts, practices, and procedures. The 9-1-1 Field Services Engineer works independently and exercises independent judgement to resolve issues. Travel is required to the customer's site as needed, including a rotating schedule. Helps to support the ConvergeOne cloud team in providing Cloud Services.

Responsibilities

Essential Functions

• Provides 9-1-1, NG9-1-1, or E9-1-1 technical assistance and support for customer queries and issues
• Keeps upper management and team members informed of customer issues and concerns
• Creates cases in ticketing system for proper reporting and billing purposes
• Responds to customer requests based upon stated SLA's
• Completes proper documentation required by the department, including scheduled reports
• Responds on-site to customer locations, as directed or required to resolve issues and/or based upon stated SLA's
• Works with professional services team to support growing client base
• Works primarily in post-sales and support role capacity
• Engages with appropriate manufacturer technical support and sales personnel to assist customers, as needed
• Maintains all existing certifications, and achieves all certifications as required
• Participates in scheduled departmental meetings
• Maintains company issued equipment
• Complies with all ConvergeOne Policies and Procedures

Qualifications

Required Qualifications

• 3-8 years experience and must be certified by Vesta/ Intrado or Motorola
• Must have the VESTA/ VIPER Certification OR Motorola Certification or both as with this candidate since C1 contracts states that C1 will send certified people onsite
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Must be able to lift and carry up to 50 lbs.
• Ability to work under desks/tables and within tight spaces as needed
• Must be able to drive to customer locations
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Must be able to query customers to isolate the nature of the issue and use troubleshooting skills to resolve the issue
• Must be able to work under pressure and meet deadlines, while maintaining and providing exemplary customer service
• Ability to work independently and to carry out assignments to completion
• Viper and/or Motorola ( formerly Airbus) Certification
• Must be able to obtain security clearance
• High school diploma or GED

Desired/Preferred Qualifications

• Bachelors or Associate degree
• Previous Public Safety or PSAP experience

Additional Information

C1 BENEFITS

* 401(k) Plan (35% employer match per dollar up to 10% employee contribution)

* Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)

* RX Home Delivery

* HSA with Employer Contribution
* In-vitro Fertility (treatment coverage)
* Dental
* Vision (2 plans: 12-month and 24-month frames allowance)
* FSA Plans (Healthcare, Dependent Care and Limited Purpose)
* Pre-tax Commuter Plans
* Employer-paid Life Insurance
* Employer-paid Short + Term Disability
* Long Term Disability (2 plans: Employer-paid or optional Self-paid)

* Paid Parental Leave (4 weeks at 100%)
* Employee Assistance Plan
* Voluntary Life Insurance for team member, spouse and child

* Voluntary Accidental Death for team member and spouse
* Legal/ID Theft Plans
* TeleHealth
* Wellness via Omada Health (healthy living solution)
* Travel Assistance
* Business Travel Accident Coverage

* Medical for foreign travel coverage

* Employer-paid Pet Telehealth
* Accident Insurance
* Critical Illness Insurance
* Hospital Indemnity Insurance
* Volunteer Time Off

* 10 Holidays

* Summer Sizzle

* On Demand Pay (Daily Pay)

Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by C1.

Pay Range

$78,000 - $115,000

Base pay ranges are estimated. Actual base pay will be based on education, experience, location, certifications, skill set, and any other relevant factors. Incentive/variable pay opportunities are in addition to base pay.