Support Center Engineer II - Helpdeck & Field Services

Job Details: Job Location: Legal Address - Loomis, CA, Salary Range: $33.00 - $35.00Hourly, Support Center Engineer II — Helpdesk & Field Services

Company: TEAMSOS (Special Order Systems, Inc.) — www.team-sos.com
Headquarters: Loomis, CA 95650
Work Location: Onsite — Loomis, CA, with nationwide travel to client and public safety sites as required (up to 20% travel time)
Job Type: Full-time, 40 hours per week with overtime opportunities
Pay: $35.00 per hour, depending on experience, certifications, and field/on-call responsibilities
Education: High school diploma or equivalent required

About TEAMSOS

TEAMSOS (Special Order Systems, Inc.) is a Professional Services Organization that has delivered technology solutions to businesses for the past 28 years. We are focused on public service agencies and providing state-of-the-art technology to the industries that matter.
We are a longtime Genesys, formerly Interactive Intelligence, partner, a Microsoft Silver partner, and a Cisco Advanced Unified Communications partner. TEAMSOS implements these and other key professional service solutions for our customers, backed by outstanding customer service and support.
We are also a managed service provider and provide fully outsourced IT services to companies.
We are seeking a dedicated, adaptable individual to join our Technical Engineering and Customer Support Helpdesk team as a Support Center Engineer II.

Position Summary

The Support Center Engineer II is a hybrid helpdesk and field services role. Day to day, you will be the first point of contact for a dedicated helpdesk, handling Tier 1 phone and email support, ticket management, resolution, escalation, and client communication.
Beyond the helpdesk, this role requires flexibility. You will travel to client sites nationwide, including CalOES 911 facilities and Public Safety Answering Points (PSAPs), to install and support network and desktop equipment, respond to emergency dispatches, and work alongside vendors and subcontractors until issues are fully resolved.
Because these are mission-critical public safety environments, the role includes rotating pager/on-call duty and requires the ability to report onsite when an emergency demands it.
This position is well suited for someone who wants variety, is comfortable being the person who shows up when a site is down, and is motivated to grow technically through certification and hands-on work.

Primary Responsibilities

Helpdesk & Ticket Management

Serve as the first point of contact for helpdesk calls and emails.
Create tickets and cases in the helpdesk application and manage open ticket queues through resolution.
Provide phone and remote support directly to clients and escalate tickets to Support Center Engineer III as appropriate.
Provide frequent, proactive updates and communication to clients and manage responses in accordance with Service Level Agreements (SLAs).
Complete daily time entry with detailed notes regarding work performed.
Work tickets across voice, networking, and desktop support disciplines.
Participate in call center support shifts as part of the normal rotation.

Field Services & On-Site Dispatch

Travel nationwide as required by client and project needs.
Travel to CalOES 911 sites and other public safety facilities. Security clearance and background checks may be required.
Install, configure, troubleshoot, and support network equipment, including routers and switches.
Perform desktop installation, configuration, hardware support, and peripheral support.
Respond to emergency dispatches at PSAPs and other client sites.
Participate in rotating pager/on-call duty with the ability to report onsite for emergencies.
Actively monitor systems to identify potential issues requiring onsite technician dispatch.
Coordinate onsite dispatches with Tier II engineers and the Support Center Manager.

Monitoring & Tools

Monitor client devices and infrastructure using platforms such as PRTG and Datto.
Identify, triage, and respond to alerts before they become client-impacting outages.

Vendor, Subcontractor & Team Collaboration

Work with vendor teams to install 911 software and remain engaged until issues are fully resolved.
Coordinate with subcontractors and vendors to implement solutions from beginning to end.
Train, guide, and support subcontractors performing installation and support work.
Receive technical training and, in turn, train and mentor other team members.

Administrative & Business Support

Assist Tier II engineers and the Support Center Manager with scheduling meetings and coordinating dispatches.
Assist with billing activities.
Support the Manager in creating documentation and reports, including month-end reporting.
Provide occasional support for pre-sales activities.
Follow and work within established company procedures.
Provide recommendations for process improvement and automation.

Requirements

A minimum of five years of helpdesk experience or an equivalent degree is required.
Candidates must demonstrate above-average customer service and interpersonal skills.
Strong network routing and switching skills are required.
Experience installing network hardware, including routers and switches, as well as desktop systems, is required.
Candidates should have experience supporting desktop applications and desktop-related hardware, including peripherals.
A good understanding of computer systems, mobile devices, and other technology products is required.
Candidates should be tech savvy and have working knowledge of office automation products, databases, remote-control platforms, and monitoring tools.
The ability to diagnose and resolve basic technical issues is required.
Candidates must have experience managing support tickets and following escalation procedures.
Experience following and working within established procedures is required.
Excellent written and verbal communication skills are essential.
Candidates must be detail-oriented, self-motivated, self-directed, and able to work with minimal guidance.
A positive, can-do, team-oriented attitude is expected.
A valid driver's license and the ability to travel nationwide on short notice are required.
Candidates must be able to pass background checks and obtain security clearance when required for public safety and government sites.
Candidates must be willing to work holidays, weekends, evenings, and overtime as needed and participate in an on-call/pager rotation.

Preferred Qualifications

Industry certifications such as Cisco, Microsoft, or equivalent certifications are preferred.
Candidates should be willing to pursue and maintain certifications as required by company needs.
Prior experience working in 911, PSAP, or other public safety environments is preferred.
Experience with PRTG, Datto, or comparable monitoring platforms is also preferred.

Schedule

This position generally works 8-hour shifts.
Weekend, holiday, evening, and overtime work may be required based on client and operational needs.
Employees in this position participate in an on-call/pager duty rotation.
Flexible availability is required.

Benefits

TEAMSOS appreciates the role our employees play in helping the company grow. In return, we offer medical, dental, and vision plans, retirement savings, and other work/life programs that recognize the importance of our employees' contributions.

Medical Insurance: Employee-only medical coverage is paid at 100%. Spouse and child coverage is paid at 30%. Dental and vision plans are also available. Coverage begins on the first day of the month following 60 days of employment.
Health Savings Account
401(k) with Company Matching Program
Life Insurance / AD&D: Company-sponsored coverage is provided for the employee, with additional benefits available for the employee, spouse, and children.
Paid Vacation: Vacation accrual begins on the first day of employment.
Holidays and Personal/Sick Days
Paid Time Off
Training Reimbursement and Personal Development
Employee Discount
Collaborative Work Environment
Hybrid Remote Work Models: Available where the role permits. This position is primarily onsite and field-based.

Qualifications: