NG911 L2 Call Handling Engineer

About Atos Group

Atos Group is a global leader in digital transformation with c. 67,000 employees and annual revenue of c. €10 billion, operating in 61 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is the brand under which Atos SE (Societas Europaea) operates. Atos SE is listed on Euronext Paris.

The purpose of Atos Group is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

NG911 L2 Call Handling Engineer

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.

What will you be doing:

• 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.
• Troubleshooting server and desktop computer systems, resolving networking issues, etc.
• 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.
• SIP Trunks CAMA Trunks I3 Logging SIPREC ANI/ALI HELD 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).

Qualifications:

• 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.

Rewards and benefits:

• Wellbeing programs & work-life balance - integration and passion sharing events. 
• Opportunities for professional growth and career advancement.
• Remote and hybrid working possibilities.
• Benefits platform –culture, shopping, sport, etc.
• Continuous learning programs and online courses.
• Possibility to participate to charity and eco initiatives.

 
Career Path
At Atos, as a global leader in secure and decarbonized digital business technology, our purpose is to help design the future of the information space.
Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.
At Atos, the future is our choice.
Choose your career - Atos
 
If you're ready to embark on this exciting adventure with us, sign in on jobs.atos.net.

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

Choose your future. Choose Atos.