Technical Customer Support 2, Colorado

About Us:
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. 

Responsibilities:
Intrado is looking to hire a Technical Customer Support 2 to join our team in Longmont.

 

The core focus of this position will be providing surveillance and triage of voice applications and technical support for a variety of company products and services (e.g., voice platforms, basic hardware, software, network, connectivity, peripheral, etc.).  You will provide monitoring, tiered support, trouble isolation, including corrective action for network problems for all voice customer facing production systems in a 24-hour/7-day-per-week Network Operations Center (NOC).

 

Key Responsibilities:

Monitoring, troubleshoot and correct switch, voice platform and network problems

Isolate and repair basic routing, translations, and circuit related issues on VoIP, SIP and IP based networks

Coordinate emergency traffic reroutes to mitigate call failures

Responding to network alarms with corrective actions

Partnering with both internal and external parties to resolve ticket issues

Willingness to work a 4x10 shift and cover others shifts as needed

Other duties as assigned

 

Education:

High school diploma required, however an Associate's Degree with an emphasis in Computer Science, MIS, Telecommunications, Networking, or a related field preferred

SIP training or certifications highly preferred

 

Experience and Technical Skills:

2+ years of experience in technical support, telephony, Network Operations Center or a similar work environment required

Experience with troubleshooting trunk groups (such as SIP, ISUP, PRI, CAS, etc.) and performing call traces

Understanding of SIP signaling protocols, ladders and error messages

General understanding of the OSI model

Hands on troubleshooting of BGP and routing decisions

Ability to navigate Cisco CLI

SONUS troubleshooting experience preferred, but not required

Ability to work out of our Longmont, CO Office

Shift: Wednesday – Saturday 6am – 4:30pm

Total Rewards:
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 hourly wage is anticipated between $30.50 and $31.25 and will be commensurate with experience.  

 

Intrado is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.