JOB DESCRIPTION SUMMARY:

As an INdigital 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.

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
• 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 $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Telecommunication: 1 year (Required)
• Active Directory: 1 year (Preferred)
• Intermediate to high-level computer skills: 2 years (Preferred)
• Help desk: 1 year (Preferred)

Shift availability:

• Overnight Shift (Required)

Ability to Commute:

• Fort Wayne, IN 46818 (Required)

Work Location: In perso

• 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 issue