Experience:
No experience
Employment Type:
Full time
Posted:
8/30/2017
Job Category:
Customer Service
Industry:
Other
Compensation:
85000.00
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Technical Consultant/Field Service Technician
iStaff | Denver, Colorado
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Job Description

Technical Consultant/Technical Field Service Technician

50% Work From Home/50% at the client sites

Client location: Denver, CO

Direct Hire

This company manages the 911 call center environment for emergency centers all around the country. This position is seeking a road warrior that will manage tickets through Salesforce and visit varying locations throughout the week to complete repairs, upgrades, installations, etc. A positive team player attitude, get it done, attitude is important.

Certifications are important. They want at least a CCNA, and would like to see other Cisco certs like CCNP, CCIA and CompTIA.

The icing on the cake is having either a VIPER Certification from West Safety Services (formerly Intrado), or a VESTA Systems certification from Airbus DS communications.

Communication is key and updating tickets in the system Real Time are critical. Salesforce monitors productivity and time spent on each ticket.

If there is a local office, they'll be expected to come in daily as needed, but this person will primarily work out of their car (everything expensed).

Icing on the cake is if they have done Telephony Installations and installations (Rack and Stack).

Essential Duties and Responsibilities:

The Technical Consultant (TC) provides technical support to managed customers and un-managed customers via email, phone, in person, or other methods. The TC utilizes knowledge of commonly-used concepts, practices, and procedures related to products and services. The TC relies on instructions and pre-established guidelines to perform the functions of the job. Travel is required to the customer's site for on-site support as needed, including a rotating schedule. The TC will also help support the cloud team in providing Cloud Services to their client base.

  • Responsible to provide technical assistance and support for customer queries and issues.
  • Responsible to keep upper management and team members informed of customer issues and concerns.
  • Responsible for creating cases in ticketing system for proper reporting and billing purposes.
  • Responsible for transferring open cases to the next scheduled shift based on Service Level Agreements (SLA's).
  • Responsible for responding to customer requests based upon stated SLA's.
  • Responsible for completing all proper documentation required by the department, including scheduled reports.
  • Responsible for responding on-site to customer locations, as directed or required, based upon stated SLA's.
  • Responsible for working with our professional services team to support our growing client base Responsible for working primarily in post-sales and support role capacity.
  • May be required to work other than normal working hours
  • Primary focus will be working in the Naples area, but some travel may be necessary.
  • Engage with appropriate manufacturer technical support and sales personnel to assist customers, as needed.
  • Maintain all existing certifications, and achieve all certifications required as a condition of employment.
  • Participate in ongoing training/certification for new products and technologies at company's request.
  • Participate in scheduled departmental meetings.
  • Responsible for properly maintaining company issued equipment.
  • Responsible for upholding a positive image, including wearing company logo apparel where appropriate.
  • Comply with all company Policies and Procedures.

Education and/or Work Experience Requirements: The knowledge, skills and abilities required to perform the daily tasks and job duties bulleted above are:

  • 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.
  • Excellent computer proficiency with a minimum of a CCNA certification, and other certifications like CCNP, CCIA and CompTIA.
  • VIPER Certifications preferred from West Safety Services (formerly Intrado), or VESTA Systems certification preferred from Airbus DS communications.
  • Rack and Stack installation experience preferred.
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
  • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
  • 3 + years of experience using Cisco products
  • Must be able to obtain security clearance.
  • High school diploma or GED required.
  • Associate degree preferred.

Physical Requirements: The following physical abilities are required to perform the daily tasks and job duties the position:

  • 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.
  • Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
  • Must be able to lift and carry up to 50 lbs.
  • Must be able to talk, listen and speak clearly on telephone.

Qualifications

Applicants must be eligible to work in the specified location

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