Description:
Role Overview
As a Field Technician at INDIGITAL, you will be installing, troubleshooting, and maintaining various types of CPE equipment and technologies. You will be mostly working in the field and some at home. You will need to have a basic understanding of internal and external network architecture. You will be working with PBX and other telecom equipment. In this position you will be required to build your experience, knowledge, and decision-making skills to plan and execute company projects. You will perform a wide variety of tasks involving a wide degree of creativity. Individual latitude is provided, encouraged, recognized, and rewarded. You will be working in a team environment that provides the highest level of service, support, and customer satisfaction in our industry. This position will require travel to and from our general offices, customer locations and other industry events.
The ideal candidate for this position must reside in Illinois. The primary position will be based in Illinois and include travel within the entire state of Illinois as well as to Missouri, Arkansas and Oklahoma.
When someone calls 9-1-1, the technology has to work. We make sure it does.
At INDIGITAL, public safety isn't a product line — it's a mission. We are a purpose-built Next Generation 9-1-1 software and services company, and every single person on our team, from engineers to support specialists to market managers, is focused on one thing: keeping North America’s emergency communications infrastructure reliable, modern, and ready when lives are on the line.
That mission shows up in how we build, how we support, and how we show up for our customers every day. We own our technology platform — we control our own quality, drive our own innovation, and stay ahead of evolving NG911 standards. Our deployments span 25 states at every scale, from individual PSAPs to full statewide ESInet and NGCS solutions serving millions of residents — and we put in-state, experienced resources on the ground for every single one.
When you join INDIGITAL, you join a driven and accountable team where your contributions are visible, your growth is real, and your work has a direct impact on the infrastructure behind every emergency call made.
9-1-1 is not what we do. It's our Calling. Come build it with us.
Core Responsibilities
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You will be primarily operating in the field technical service department.
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You will be answering customer support calls and working trouble tickets.
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Required to exhibit a strong customer service focus.
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You will be working in a team-oriented environment, and you must function well as a team member.
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Installation, maintenance, and support of various 911 solutions.
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Identify and escalate any issues with products and/or services that impact customer acceptance, satisfaction, and retention.
Professional Responsibilities
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Ensure good troubleshooting and communication skills with our NSOC while working on trouble tickets. Must keep tickets updated according to INDIGITAL’s trouble ticket policy and procedures.
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Act as a liaison for the customer on administrative and technical matters for assigned projects/tickets.
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Participate in our on-call rotation with members from the group.
Requirements:
Required Knowledge, Skills & Abilities
Technical
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Basic PC troubleshooting and repair skills.
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Basic PBX and telecom knowledge.
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Working knowledge of basic networking.
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Knowledge of MS Office and google apps.
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Ability to utilize remote management tools.
Professional
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Ability to work in a team environment.
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Ability to hear and/or speak from 20 feet with groups containing five or more individuals.
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Must have the ability to climb stairs/ladders and lift objects up to 60 pounds.
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Work for long periods of time in server rooms and under desks.
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Significant attention to detail.
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Organized, with the ability to multitask.
Education, Experience & Certifications
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Field support experience preferred.
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Basic experience working with PC hardware, software preferred.
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Basic experience working with PBX and telecom equipment preferred.
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High School Diploma, G.E.D., or its equivalent
Additional Requirements
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Willingness to work a flexible schedule as needed to meet departmental objectives; must remain accessible via communication device and coordinate coverage when unavailable
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Occasional meetings or planning discussions may be scheduled outside of regular business hours
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Valid driver's license required
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Must maintain a professional appearance and clean workspace, including appropriate attire and safety equipment when required
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INDIGITAL is a 100% certified drug and substance-free workplace
In association with this position, a Company vehicle will be provided. Travel is scheduled on an “as needed basis” to foster a positive culture within the Field Technical Service Department and to ensure goals are achieved. The cost associated with travel and lodging will be provided by the company to work sites, company events and other meetings. To perform the functions and responsibilities associated with the Field Technician position successfully, the selected candidate must be willing and able to perform each essential duty and/or responsibility with a satisfactory level of proficiency. The details provided are representative, but do not provide an all-inclusive list of the knowledge, skill, and ability required.
Benefits & Compensation Highlights
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We offer competitive compensation commensurate with experience.
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Unlimited PTO — flexible time off for vacation, personal, and sick needs, effective after 30 days of employment
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Comprehensive Health Benefits — medical (HDHP), dental, vision, and HSA, effective the first of the month following 30 days of employment
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Life & Disability Insurance — group life, voluntary supplemental life, and company paid short-term disability and voluntary long-term disability coverage
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401(k) with Strong Company Match — 100% match up to 5% of salary, plus a 3% Safe Harbor contribution and 2% discretionary profit share, after one year of service
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Technology Allowance — monthly stipend for internet and phone
Equal Employment Opportunity
INDIGITAL and its affiliate companies consider applicants solely on the basis of qualifications, without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or any other legally protected status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Employment is contingent on eligibility to legally work in the United States.
