Location: Knoxville,TN, USA
ABOUT US:
For 40 years, Zetron (a Codan Company) has delivered interoperable end-to-end command & control systems across multiple industries and international markets. With over 40,000 console positions, hundreds of established partners and value-added resellers, and coverage in more than 100 countries, we are an established global leader in connecting communications centres with field operations, personnel, and constituents. Our dedicated, energetic and friendly team is committed to providing the highest standards of public safety solutions and customer service.
Zetron has more than 400 employees worldwide, including additions to its development, services, sales, support and back-office teams. Zetron is headquartered in Redmond, Washington (USA), with operations throughout the United States such as GeoConex in Knoxville, TN, Canada, the United Kingdom, and Australia to serve its growing global customer base in more than 80 countries around the world. We are always looking for motivated and qualified people to fill positions at our company.
ABOUT THE ROLE:
We are looking for a Dispatch Support Operation Center Technician based out of our GeoConex Office in Knoxville TN. This position will monitor alerts and review incident logs from our facility. This position oversees network systems to manage data storage, update software and ensure connectivity. GeoConex supports its customers 24/7 in a mission critical environment. More details will be provided during the interview process. Must be able to report to the GeoConex Office in Knoxville, TN.
Work Schedule: Daytime, Second and Third shift options are available Monday through Friday. Eastern Time Zone - 24hour/5 Days a week no weekends required. Shift differentials may occur.
WHAT MAKES A SUCCESSFUL DSOC TECHNICIAN?
* Be the frontline: Serve as the initial point of contact for incoming support calls and inquiries, providing timely and effective assistance to end-users.
* Collaborate with product specialists to troubleshoot and resolve escalated technical issues, ensuring prompt resolution and minimal disruption to operations.
* Monitor and respond to service or hardware issues based on system alerts
* Monitor network performance using advanced monitoring tools, promptly identifying and addressing potential issues to prevent downtime and optimize performance.
* Maintain accurate documentation of incidents, resolutions, and procedures, ensuring compliance with organizational policies and regulatory requirements as defined by the company.
* Respond to alerts and notifications promptly, investigating and resolving network incidents, and escalating critical issues to appropriate teams when needed.
* DSOC Operator will resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution.
* Excellent verbal and written communication skills, with ability to convey information clearly and accurately.
* Must be willing and able to pass state and federal background checks, periodically maintain Security Awareness training to maintain compliance and access to certain information systems.
AS A KEY MEMBER OF THE TEAM, YOU MUST BE ABLE TO:
* Work in a team-oriented, collaborative environment serving mission critical communications equipment and personnel
* Experience in phone queue Support and Incident (ticket) queue management, documentation is key.
* Must be able to report and perform duties at our GeoConex facility a division of Zetron
* Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
* Proven problem-solving abilities and a commitment to delivering high-quality customer service.
* Ability to work effectively in a fast-paced environment, prioritize tasks, and adapt to changing priorities and deadlines.
* Support Zetron's 24-hour emergency phone support program as assigned
* Required to perform the job functions in a safe manner
* Other duties as assigned by the Company.
* Maintain daily log of all calls and work performed on company database
EDUCATION & EXPERIENCE REQUIRED: The following list of requirements are considered the minimum levels of education and experience necessary to perform this job successfully. Any equivalent combination of education and experience that provides the applicant with the knowledge, skills, and abilities to perform the job is acceptable.
* Minimum two (2) year degree in, Computer Science, Information Technology, or related certifications and/or 1-3 Years experience in a technical support role
* Certifications ( Preferred but not required ) CompTIA A+, CompTIA Network + , CompTIA Security + and/or 1-3 Years experience in a technical support role
* Knowledge of network protocols, routing and switching such as LAN, WAN, Voice and Video
* Intermediate computer skills including but not limited to databases, DOS based PC's, Window based PC's, and VoIP Networks.
* Must possess and maintain valid work state's Driver's License; driving records must be maintained in good standing
* Fundamental knowledge preferred in telecommunications networks processes.
* Determine solutions to complex problems through exercising, active listening skills and trouble shooting capabilities.
* Excellent attention to detail.
* Any combination of education and experience that provides equivalent expertise will be considered
BENEFITS & CULTURE:
Our culture is supportive and collaborative. You will be part of a multidisciplinary team where sharing ideas and innovation is strongly encouraged. Zetron embodies the values of those who work here, embraces diversity, and offers a comfortable and casual atmosphere where people work hard and feel a part of the organization. At Zetron we not only create and stand behind solutions that help save lives, but our employees are also offered a competitive compensation and benefits package.
Our U.S. Benefits include:
* Medical, Dental, Vision Benefits
* 401(k), including a Company match
* Generous Paid Time Off Packages
* Company paid short-term and long-term disability coverage, basic life insurance and wellbeing benefits
* Flexible working hours
* The ability to grow your career by attending various educational programs and/or trainings
* 10 paid holidays
* Incentive Bonus Plans
* Perks and discounts
* And more!
Interested in a career with us?
Simply click on APPLY and we'll be in contact shortly
Zetron, Inc. is an equal opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, gender identity, protected veteran status, disability status, or any other characteristic protected by law.
In compliance with the ADA Amendments Act, should you have a disability that requires assistance and / or reasonable accommodation with the job application process, please contact the Human Resources department via phone at 425.###.####, ext. 294 or via e-mail at ...@zetron.com