Senior Technical Support Engineer

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 1st/2nd/3rd 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:

• Working knowledge of Windows server and client technology, ideally supporting web applications and services 
• Experience in creating, modifying and running databases queries (MS SQL and Oracle MySQL). 
• Network operations experience (firewalls, network security groups etc) 
• Experience with SIPREC and VoIP Recording 
• Experience running scripts from PowerShell or similar  
• Experience with web application and services configuration management 
• Efficient, effective and respectful communication skills both with customers and within internal departments. Including; 

• Excellent written and spoken English  
• Good listener, able to identify and validate assumptions 
• Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it 
• Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment 
• Multi-tasking and time-management to prioritize and switch between varied tasks 
• Focused and calm under pressure 
• Careful record keeping 
• Able to use initiative and to work effectively both independently and as part of a team 
• Experience with Logging and Recording Solutions 
• (Optional) Experience to Azure Portal and familiarity with Azure services 
• Technical writing skills 
• Experience querying Web API’s 
• Experience of configuring Application Monitoring and Dashboards