Posted in General Business 9 days ago.
Type: Full-Time
Location: Hoboken, New Jersey
Senior Technical Support Engineer - NYC Public Safety
Overall Purpose:
Primary focus is deploying, maintaining and supporting NYC NexGen 911 Logging and Recording Solution for the 911 system.
Assisting product teams to successfully introduce new products/versions. Champion supportability and preventative action on behalf of the customer.
Scope and Responsibilites:
Provide 1 st /2 nd /3 rd line engineering support to the product
Provisioning, deploying, patching and upgrading NRX/NIR Logging and Recording Solution including Inform, Screen Capture, TT911, Real Time Text (RTT), i3 Log Events and SIP Recording. Working closely with the deployment team to ensure successful deployment of software packages.
Participate in multi-vendor digital forensic analysis in the event of a 911 call failure.
Defining and implementing regular maintenance and health monitoring procedures.
Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers.
Deploy and provision systems to enable replication of customer issues to diagnose and repair without jeopardising customer data or operations.
Participate in a 24-7 Out of Hours call out rotation
Education and Background:
The successful candidate is likely to have higher education qualification in science or technology subjects. A degree level qualification is desirable.
The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important.
Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good 'customer service' and how to deliver it is essential.
Essential Skills:
Stevens Institute of Technology
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Stevens Institute of Technology
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Stevens Institute of Technology
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