Field Technician - LA

The primary territory for this position is the state of Louisiana. The ideal candidate must reside in Alexandria, Louisiana or central Louisiana and travel to all parts of the state. A company vehicle will be provided.

About the Role

As a Field Technician at INDIGITAL, you will install, troubleshoot, and maintain various types of CPE equipment and technologies, primarily working in the field with some remote work. You will need a basic understanding of internal and external network architecture and work with PBX and other telecom equipment. This role offers individual latitude, encourages creativity, and rewards decision-making skills. You will work in a team environment focused on delivering the highest level of service, support, and customer satisfaction in the industry. Travel to offices, customer locations, and industry events is required.

At INDIGITAL, public safety is our mission. We are a purpose-built Next Generation 9-1-1 software and services company ensuring North America’s emergency communications infrastructure remains reliable and modern. Our deployments span 25 states, and we provide in-state, experienced resources for every project. When you join INDIGITAL, your work directly impacts the infrastructure behind every emergency call.

Responsibilities

• Operate in the field technical service department, answering customer support calls and working trouble tickets.
• Exhibit a strong customer service focus in a team-oriented environment.
• Install, maintain, and support various 911 solutions.
• Identify and escalate issues with products or services that impact customer satisfaction and retention.
• Ensure effective troubleshooting and communication with the Network and Security Operations Center (NSOC) while working on trouble tickets.
• Keep tickets updated according to INDIGITAL’s trouble ticket policy and procedures.
• Act as a liaison for customers on administrative and technical matters for assigned projects or tickets.
• Participate in the on-call rotation with team members.

Requirements

Technical Skills & Abilities

• Basic PC troubleshooting and repair skills.
• Basic PBX and telecom knowledge.
• Working knowledge of basic networking.
• Proficiency with MS Office and Google Apps.
• Ability to utilize remote management tools.

Professional Skills & Abilities

• Ability to work effectively in a team environment.
• Ability to hear and/or speak from 20 feet in group settings of five or more individuals.
• Physical ability to climb stairs/ladders and lift objects up to 60 pounds.
• Capability to work for long periods in server rooms and under desks.
• Strong attention to detail and organizational skills.
• Ability to multitask effectively.

Education & Experience

• Field support experience preferred.
• Basic experience working with PC hardware and software preferred.
• Basic experience working with PBX and telecom equipment preferred.
• High School Diploma, G.E.D., or equivalent required.

Additional Requirements

• Willingness to work a flexible schedule to meet departmental objectives, including remaining accessible via communication device.
• Occasional meetings or planning discussions may be scheduled outside regular business hours.
• Valid driver’s license required.
• Must maintain a professional appearance and clean workspace, including appropriate attire and safety equipment when required.
• Willingness to travel as needed, with company-provided travel and lodging expenses.

Benefits

• Unlimited PTO — Flexible time off for vacation, personal, and sick needs, effective after 30 days of employment.
• Comprehensive Health Benefits — Medical (HDHP), dental, vision, and HSA, effective the first of the month following 30 days of employment.
• Life & Disability Insurance — Group life, voluntary supplemental life, company-paid short-term disability, and voluntary long-term disability coverage.
• 401(k) with Strong Company Match — 100% match up to 5% of salary, plus a 3% Safe Harbor contribution and 2% discretionary profit share, after one year of service.
• Technology Allowance — Monthly stipend for internet and phone.