Help Desk, Tier 1 Technician – 2nd shift

Job description summary:

As an INdigital National Service Operations Center (NSOC) Tier 1 Technician, you will be working as part of a team to provide technical support on issues to our Public Safety Answering Point (PSAP) customers.

You will receive calls from INdigital 911 customers and coordinate the technical response and resolution with the customer.

All work is done in compliance with company technical standards and quality of service objectives.

You will assist in things such as resolving audio problems, call delivery problems, location information problems, call routing, and text to 911.

This position is on 2nd shift, days of work are Wednesday
– Sunday, working hours are 3 p.m.

– midnight.

There is a shift differential of $1/hour.

Duties and Responsibilities: Essential duties and responsibilities include but are not limited to those listed below:
Respond to calls and emails from customers using phone, ticketing, and email applications

Open a trouble ticket, triage info given to you in the initial report and create additional tickets as necessary

Resolve issues or escalate within INdigital NSOC support levels

Answer calls within the first 3 ring cycles unless you are on a call

Monitor and work tickets in the NSOC Tier 1 Workflow in Team Support

Pull new ticket assignment within 15 minutes of ticket creation

Upon starting your shift, you will go through the previous shifts Pass Down email

Open tickets with underlying transport providers and other 911 system service providers and CPE vendors as needed, ensuring industry cooperation

Follow up open tickets at specified intervals to ensure resolution

Provide updates to the reporting person and the agency as a whole on the ticket resolution when available

Receive training from higher level technicians internally or from external training opportunities

Demonstrate an understanding of effective troubleshooting and organizational skills

Provide superior customer service from ticket inception to completion

Assist other vendors and carriers with their troubleshooting efforts to resolve the underlying issue that may be affecting the INdigital service

Provide first line troubleshooting support for the NSOC, 911 PSAPs, and other INdigital departments

Develop a basic working knowledge of SIP protocol and how to administer Windows, Linux servers and other related networking equipment

Must have the ability to multitask

Able to present technical information to a non-technical customer

Able to work independently

Able to accurately maintain records, logs, reports, work orders, etc.

Able to handle escalations and time-critical issues
Other Requirements:
Maintain a valid driver’s license

Be willing to work as required with a flexible schedule to accomplish departmental goals and be available by phone or other communications device(s), on an as needed basis

Must be willing to fill-in and/or adjust hours when other NSOC employees have PTO (paid-time-off)

Present a clean, neat, businesslike workspace and appearance, wear appropriate attire with no visible tattoos or piercings

Be prepared to complete any assigned task as required by your supervisor and in accordance with the satisfactory completion of all job duties and responsibilities

INdigital is a 100% certified drug and substance free workplace, participation and compliance with the Company’s Drug Testing policy is mandatory
Education/Experience Requirements:
High school diploma or GED, required

Bachelor’s degree in IT Technology, Computer Science or Computer Technology or related discipline, preferred

One to two years of experience in the field of customer service, preferred

Intermediate to high-level computer skills are preferred, including internet, browser-based applications and custom interfaces.
Physical Demands / Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

INdigital is an Equal Opportunity Employer

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:
401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Health savings account
Life insurance
Paid time off
Retirement plan
Vision insurance
Schedule:
8 hour shift
Holidays
Night shift
On call
Weekend availability
Education:
High school or equivalent (Preferred)
Experience:
Customer service: 1 year (Preferred)
Telecommunication: 1 year (Preferred)
Work Location: One location