Field Services Engineer - 911 Specialist

C1 Company Overview C1: 1 Contact, 1 Connection, 1 Choice C1 is the foremost, single-source provider of advanced communications and data technology for business. That means if it's digital, we connect our customers to it -- from phone systems and hardware to computer networks, application development, managed solutions and more. And we're 100% passionate with designing, implementing, managing and supporting our customers' every need from end to end, so that they can focus on what they do best. So, when it comes to joining a team of IT and communications technology pros who are empowered to do what they do best, your best choice -- your #1 choice -- is C1. Summary Overview 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 issuesKeeps upper management and team members informed of customer issues and concernsCreates cases in ticketing system for proper reporting and billing purposesResponds to customer requests based upon stated SLA’sCompletes proper documentation required by the department, including scheduled reportsResponds on-site to customer locations, as directed or required to resolve issues and/or based upon stated SLA’sWorks with professional services team to support growing client baseWorks primarily in post-sales and support role capacityEngages with appropriate manufacturer technical support and sales personnel to assist customers, as neededMaintains all existing certifications, and achieves all certifications as requiredParticipates in scheduled departmental meetingsMaintains company issued equipmentComplies with all ConvergeOne Policies and Procedures Qualifications Required Qualifications 3-8 years experience and must be certified by Vesta/ Intrado or MotorolaMust have the VESTA/ VIPER Certification OR Motorola Certification or both as with this candidate since C1 contracts states that C1 will send certified people onsiteAbility 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 standardsMust be able to lift and carry up to 50 lbs.Ability to work under desks/tables and within tight spaces as neededMust be able to drive to customer locationsExcellent verbal and written communication skills, including ability to effectively communicate with internal and external customersMust be able to query customers to isolate the nature of the issue and use troubleshooting skills to resolve the issueMust be able to work under pressure and meet deadlines, while maintaining and providing exemplary customer serviceAbility to work independently and to carry out assignments to completionViper and/or Motorola ( formerly Airbus) CertificationMust be able to obtain security clearanceHigh 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 C are 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. EEO Statement C1 provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details, please view the EEO Policy Statement ( EEO Policy Statement ) and/or the current version of the workplace poster ( https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf ; https://www.eeoc.gov/poster ) 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. E-Verify: E-Verify Right to Work: Right to Work Poster