NG 911 Call Handling Engineer

Publication Date:  Nov 28, 2023
Ref. No:  482887


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Call Handling

Job Description

Atos Public Safety solutions and services focus on Public Safety agencies. As a trusted partner with wide ranging service capabilities, APS helps clients transform and succeed in challenging circumstances. The diversity and breadth of the entire APS portfolio of research, consulting, solutions, services, systems, and software, uniquely distinguishes APS from other companies in the industry. The APS Call Handling/OpenScape First Response Systems - L2 Technical Support team, located in the continental US provides Advanced Technical Support to our public safety customers.


Role & responsibilities

As a Level 2 Support engineer, you are required to learn the product, as well as its usage in the real-world customer scenarios. This is NOT a call center job and requires high levels of technical depth to troubleshoot the problems that may occur in Atos solutions as well as the supporting operating systems, networks, databases, applications, third party products and custom code. Team members are expected to be familiar with PSAP operations and understand the use of call handling solutions in a public safety environment. In addition, you will:
• Become a tech SME for our flagship product family of OpenScape First Response call handling systems
• Analyze customer problems & service requests and resolve them within agreed service levels
• Use troubleshooting/debugging techniques and tools to analyze technical problems.
• Collect data and engage L3 engineering team(s) for issues that need deeper troubleshooting or escalation to development teams.
• Contribute to APS’ knowledge base, by creating knowledge articles wherever needed.
• Provide feedback to the L3 team regarding product feature enhancements. Provide test cases to the test team.
• Create wikis, blogs, tech-notes, technical trainings, and webcasts for educating peers, customers, and business partners  


Skills Required Mandatory:
• 5+ years of experience supporting NG911 call handling systems in live PSAP environments.
• Experience with troubleshooting SIP call flow
• Experience supporting AudioCodes or similar gateway products in a 911 environment
• Readiness to work shifts, including nights as required.
• In depth Operating Systems/administration knowledge & experience on Windows and Linux platform. o Troubleshooting server and desktop computer systems, resolving networking issues, etc. o Strong familiarity with computer networks, voice systems, including TCP/IP fundamentals and network protocols.
• Analyze and troubleshoot complex telecommunication protocols and escalate and collect issues. o SIP Trunks o CAMA Trunks o I3 Logging o SIPREC o ANI/ALI o HELD o RTP
• Clear and effective communication skills (oral and written English)
• Excellent email and telephone etiquette
• Listening skills. Analytical and problem-solving skills Preferred:
• Experience with Cloud platforms, Google preferred.
• Experience analyzing and troubleshooting complex L3 network routing issues with the support of network engineering staff.
• Experience with virtualization (VMware).


• Must be located within the continental United States of America
• High School diploma or College Degree in Engineering, IT, or Technology
• 5+ years of experience supporting NG911 call handling systems in live PSAP environments.


Learn more about us
At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment here

Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management – tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more here