Field Service Delivery Engineer - Public Safety at NWN in Boston, Massachusetts

Job Description:

Field Service Delivery Engineer - Public Safety

US-MD-

Job ID: 2025-6965
Type: Regular Full-Time
# of Openings: 1
Category: CUSTOMER SUCCESS
Maryland

Responsibilities

The Field Service Delivery Engineer, with a commitment to the customer experience, will be responsible for staging, installing and troubleshooting Avaya and third-party applications in a team environment. This role requires an individual with high exposure to complex IP telephony systems and their integration into corporate, government and education environments. The Field Service Delivery Engineer should exhibit outstanding and consistent technical skills in both legacy and current Avaya telephony systems. This role also requires an individual to act as “smart hands” for Cisco and other solutions. Strong interpersonal and communication skills are needed to team well with customers, sales and service delivery team members.

Essential Duties and Responsibilities:

• Comply with all NWN policies, processes and procedures.
• Receive telephone, email and/or service order requests for performance of services.
• Works directly with Service Delivery Manager, Dispatch Coordinator, Project Managers and/or customer for onsite services and scheduling of engineering services.
• Professionally represent NWN by providing high quality technical support at client locations to meet service order requirements, meet customer expectations, and delivery overall customer satisfaction.
• Ensure policies and procedures as provided for client premises are followed; coordinate with customer for all access within customer locations.
• Maintain high standards for physical cable plant and installation work; ensure all cables are neatly secured and labeled, and all debris generated by installation activities is cleaned and the environment is restored to pre-work condition prior to departure.
• Recognize and appropriately escalate client issues to proper resources in the event resolution cannot be reached, including providing detailed and immediate notification and updates to key individuals/groups affected.
• Maintain discipline and professionalism during all interactions and in all verbal or written communications.
• Provide support for maintenance, service, break-fix, and project activities as directed and scheduled by Dispatch Coordinators and Project Managers.
• Perform diagnostics and troubleshooting to determine the cause of technical faults or errors; resolve technical issues and liaise with other technical experts for problem resolution.
• Perform system upgrades including firmware, software, and hardware as required.
• Install or replace equipment including telephones/handsets, components (hard drives, power supplies), boards, etc.
• Install physical cabling, equipment, UPS and related support infrastructure.
• Installation & maintenance of Avaya enterprise & mid-market telecommunication systems.
• Installation & maintenance of (Motorola) Vesta public safety solutions including 911, Map Local, Analytics, SMS, HUD, and CommandPost.
• Installation of staged Avaya telecommunication systems.

• Configuring, installing, troubleshooting, and repairing offerings technological solutions for our customers.
• Stay current on new products and services as released to market.

• Perform basic level site surveys and provide recommendations.
• Complete implementation documentation.
• Ability to work with minimal supervision and act as a technical lead for project implementations.
• Assist other departments and technical solutions as onsite “smart hands.”
• Team contributor to overall team success and level of knowledge.

• Attending seminars as requested.
• Meeting the billable/chargeable targets set by the company. Billable and chargeable time should consist of assessments, planning, design, configuration, installation and support of technological solutions.

• Consistent, accurate and timely tracking of customer work, service calls, projects and related documentation including timesheets.

• Ability to work with minimal supervision and act as a technical lead for project implementations.
• Supporting internal technical projects where applicable.

• Acquire technical certifications per training plan.
• Attend technical classes and web training.

• Other responsibilities as assigned.

Non-Essential Duties and Responsibilities:

• Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
• Become familiar with available help resources; stay updated on technology changes or problems.
• Understand individual and departmental goals and the direction to achieve the goals.

Qualifications

Role Requirements:

• High School Diploma or equivalent required.
• 2-5 years of increased responsibility and demonstrated knowledge of Avaya and other technologies.
• Valid driver’s license is required with a clean driving record.
• Must pass a background check.
• Some assignments may require additional background checks, including criminal background checks and submittal of information for review in support of security clearance(s).
• Excellent diagnostic and troubleshooting skills.
• Basic understanding of Telecommunication equipment and practices.
• Knowledge of ISDN and T1 protocols along with SIP.
• Solid low voltage installation techniques.
• Ability to work independently as well as in a team environment.
• Strong troubleshooting, problem solving and analytical skills.
• Working knowledge of Microsoft Office products.
• Ability to work in a high stress environment.
• Knowledge of Public Safety Equipment and peripheral equipment preferred.
• Basic Understanding of E911 infrastructure and operation, including analog telephony, CAMA, ANI/ALI, VoIP, and SIP.
• Have manual dexterity to operate computer keyboard and standard office equipment.
• Ability to assemble common computer, data network, and voice equipment including component installation (e.g. hard drives, rack-mount rails, etc.).
• Be able to lift/ move objects up to 75 pounds.
• Remain seated or standing for long periods of time.

• Extensive travel within region via automobile and with limited travel nationally as required. This includes air travel and other modes of travel.
• Work outside of normal business hours when needed.

• Properly use a ladder in accordance with manufacturer’s specifications.

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans



Equal employment opportunity, including veterans and individuals with disabilities.

PI266240104

Salary:

$37.00

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