Job Description

About Us:

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters. 

Responsibilities:

For more than 40 years, Intrado has pioneered improvements to the 911 network and call taking solutions, helping to enhance the quality of emergency response in Canada, United States and overseas. Intrado helps telecommunications service providers and public safety agencies save lives by transforming emergency communications services. Consistent with our leading position in North America for providing solutions in 911 emergency calls processing, we have undertaken a significant redesign of our applications in order to offer Web and Cloud based Emergency Call Handling solution. The Next Generation 911 (NG911) is currently being developed to accommodate the latest mobile technologies; a time of opportunities!

 

Intrado is looking to hire a Technical Support Specialist (level 2) to join our team. This role will work night shift once it has successfully finished training. You will be part of a team of around 30 people working the Remote Help Desk and trained to become an expert of our 911 technologies and support our 911 call center clients.

 

Essential Duties:

• Serve as the primary point of contact for incoming customer issues by providing initial triage, technical analysis, and advanced troubleshooting for Intrado services and 911 solutions.
• Handle after-hours technical support calls, ensuring prompt response to service-impacting incidents, initiating critical support procedures, and escalating to on-call engineers or specialized teams when required.
• Create, update, and resolve support tickets with precise documentation of troubleshooting steps, impact, root cause indicators, and customer communications.
• Monitor service alerts, system dashboards, and platform health indicators to identify and address issues proactively.
• Collaborate with internal technical teams, network operations, and product teams to drive timely resolution of customer issues.
• Support departmental initiatives by preparing technical documentation, contributing to knowledge base content, generating operational reports, and assisting with coordination of project tasks.
• Maintain a high level of product expertise across supported Intrado platforms to ensure accurate diagnosis, proper escalation paths, and effective customer guidance.

 

Education

• Two year degree from an accredited college or university with major coursework in MIS, computer science, or a related field is preferred
• Equivalent work experience in a similar position may be substituted for educational requirements.
• Certifications (e.g. Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified Systems Engineer (MCSE), etc.) preferred

Experience:

• Two years of technical customer support experience required, preferably in a helpdesk or remote support environment supporting complex software systems.

• Experience working with critical, high-availability systems and VoIP-based environments preferred.

• Two years of experience with networking concepts, troubleshooting IP-based systems, and supporting Windows servers and workstations required.

• Familiarity with cabling and physical infrastructure, including running and terminating Cat5e/Cat6, RJ45 standards, basic network test tools, and troubleshooting telephony-related connectivity preferred.

• Basic telephony knowledge (POTS, SIP, tip and ring, punch-down blocks, MDF/IDF workflow) preferred.

• Basic experience using AI-assisted tools or technologies to support troubleshooting, documentation, or workflow improvement preferred.

• Intermediate proficiency with Microsoft Excel, Word, and Outlook required.

• Ability to work rotating shifts, including evenings, weekends, and holidays as needed for 24/7 support operations.

Total Rewards:

Want to love where you work? At Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan with company match and flexible spending accounts), and several that go above and beyond – tuition reimbursement paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity, access to legal support, pet insurance, identity theft protection, an EAP (Employee Assistance Program) that includes free mental health resources/support, and more! Apply today to join us in  work worth doing ! 

 

The starting salary is anticipated between $25 and $27 to start and will be commensurate with experience.

 

Intrado is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.

Job Tags

Full time, Work experience placement, Remote work, Overseas, Flexible hours, Rotating shift, Afternoon shift,

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