Technical Customer Support 2 - Life & Safety

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. 

Today, our cutting-edge SaaS company is at the forefront of transforming the 911 emergency response continuum with next generation data-driven software. Intrado’s solutions allow enterprises, call takers, dispatchers, and first responders to make more informed decisions, respond quickly and safely, and ultimately serve their communities better. 

For more than 40 years, Intrado has pioneered improvements to the 911 network and call taking solutions, helping to enhance the quality of emergency response in Canada, United States and overseas. Intrado helps telecommunications service providers and public safety agencies save lives by transforming emergency communications services. Consistent with our leading position in North America for providing solutions in 911 emergency calls processing, we have undertaken a significant redesign of our applications in order to offer Web and Cloud based Emergency Call Handling solution. The Next Generation 911 (NG911) is currently being developed to accommodate the latest mobile technologies; a time of opportunities!

Intrado is looking to hire an Technical Support Specialist to join our Safety Services team in Longmont, CO. You will be part of a team of around 30 people working the Remote Help Desk and trained to become an expert of our 911 technologies and support our 911 call center clients.

This role is hybrid: 3 days onsite at our office located at 1601 Dry Creek Drive, Longmont CO 80503

Essential Duties:

• Provide initial response and basic troubleshooting for customer related issues
• Take first line technical support customer calls
• Provide basic technical support, dispatching support to additional technicians, as necessary
• Obtain, track, and close trouble tickets, ensuring issues are accurately documented
• Participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, and coordinating tasks

Education

• Two year degree from an accredited college or university with major coursework in MIS, computer science, or a related field is preferred
• Equivalent work experience in a similar position may be substituted for educational requirements.
• Certifications (e.g. Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified Systems Engineer (MCSE), etc.) preferred

Experience:

• 2 years’ technical customer service experience required, preferably in a helpdesk environment
  • 1 year experience in the 911 or public safety industry preferred but not essential 
• 2 years’ experience with networking, Windows based servers and workstations required
  • 1 year experience with SQL preferred.
  • Knowledge of cabling (e.g. running, terminating and testing Cat5e, 568a, 568b, RJ45 etc.) preferred
  • Basic telephony knowledge (e.g. MDF, tip and ring punch down, color codes, POTS, etc.) preferred
• Intermediate knowledge of MS Excel, Word, and Outlook required
• Will be required to work varying shifts on rotation
• Due to the nature of some of our partnerships and clients, this role does require candidates to be fluent in English and French

Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond – tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity, access to legal support, pet insurance, identity theft protection, an EAP (Employee Assistance Program) that includes free mental health resources/support, and more! Apply today to join us in work worth doing! 

The starting salary is anticipated between $25 and $27 an hour to start and will be commensurate with experience.