Sr PSAP Services Technician in Work From Home - OH at Intrado

Date Posted: 11/24/2021

Job Snapshot

Job Description

For this opening we will consider candidates from the following locations: ,OH,United States |

Intrado is looking to hire a SR PSAP Services Tech in Ohio to join our Life & Safety business segment. This role will travel throughout the Cincinnati area.

Essential Duties:

  • Lead and participate in the facilitation of installing 911 call handling and dispatch systems and physical routing products with assigned large scale clients, provide onsite go-live connectivity, troubleshooting, customer service, and applicable on-site client training, while adhering to corporate and departmental policies and procedures.
  • Plan all project tasks and assist with coordinating tasks with other technicians as applicable.
  • Demonstrate the ability to partner with other product installation technicians as needed to do complex, high security, multisite, or extended installations.
  • Develop an understanding of how implementation projects are connected, and build an overall understanding of business unit products and tasks as a whole.
  • Mentor and train new technicians on best practices and method of procedures to complete installations and assist with complex troubleshooting.
  • Develop a high level of implementation problem solving ability that may include deviation from original project specs or plans to ensure customer requirements are met.
  • Collect supporting documents from each installation and return assigned paperwork as required.


  • Associate’s degree from an accredited college or university with major course work in computer science, MIS, networking, information systems, electrical engineering, or a related field is required. 
    • Equivalent work experience in a similar position may be substituted for educational requirements.


Applicant for this job will be expected to meet the following minimum qualifications.

  • Minimum four years of experience with telephony system technical support and troubleshooting is required, to include previous work with routing, traditional and IP based PBX exchanges, and connection mapping with various channel providers (Avaya, Cisco, etc.)
  • Minimum three years’ experience with networking and troubleshooting software (e.g. Wireshark) for windows based servers and workstations required
  • Minimum one year installation or software training experience required
    • Minimum two years’ experience with SQL scripting, installation, and configuring is preferred
    • Certifications (e.g. Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified Systems Engineer (MCSE), etc.) 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 punchdown, color codes, POTS, SIP, etc.) preferred
  • Basic knowledge of Word and Excel required
  • May be required to obtain CJIS clearance upon hire
  • May be required to pass reoccurring internal continuing certification training on company equipment and products


  • 75% or more of the time

Physical Requirements:

  • Must be able to occasionally lift up to 50lbs
  • Occasionally may be asked to bend, stoop, carry items which may weigh more than 25lbs (i.e. tool kits), climb stairs, work in a confined space, crawl, kneel, push, reach above the shoulder, do repetitive motions, stand, walk, climb ladder, or lift objects above the head
  • Must have enough mobility to load and unload product equipment, setup a station at a specified location, trace cables (potentially under desks) and sort equipment as required
  • Should be able to hear customers over the phone, detect system beeps when troubleshooting, and verify sound quality when working with telephony equipment
  • Must be able to see well enough to read PC screens, review mother board schematics, and follow technical documentation


  • 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 and pet insurances, identify protection and more)! Apply today to join us in work worth doing!

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