> Markdown version of [/jobs/ext/2868007-support-center-engineer-ii-helpdeck-field-services](https://www.wearedevelopers.com/jobs/ext/2868007-support-center-engineer-ii-helpdeck-field-services). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Center Engineer II - Helpdeck & Field Services - **Company:** Special Order Systems, Inc. - **Location:** Loomis, CA, United States (Remote available) - **Salary:** $68,640.0 - $72,800.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Software Applications, Databases, Desktop Computing, Monitoring of Systems, Networking Hardware, Office Automation, Paessler Router Traffic Grapher, Network Routing, Network Routers, Peripherals, Information Technology, Cisco - **Published:** September 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2801715cdc5073fb ## About the Role Work Location: Onsite - Loomis, CA, with nationwide travel to client and public safety sites as required (up to 20% travel time) Job Type: Full-time, 40 hours per week with overtime opportunities Pay: $35.00 per hour, depending on experience, certifications, and field/on-call responsibilities Education: High school diploma or equivalent required, * A minimum of five years of helpdesk experience or an equivalent degree is required. * Candidates must demonstrate above-average customer service and interpersonal skills. * Strong network routing and switching skills are required. * Experience installing network hardware, including routers and switches, as well as desktop systems, is required. * Candidates should have experience supporting desktop applications and desktop-related hardware, including peripherals. * A good understanding of computer systems, mobile devices, and other technology products is required. * Candidates should be tech savvy and have working knowledge of office automation products, databases, remote-control platforms, and monitoring tools. * The ability to diagnose and resolve basic technical issues is required. * Candidates must have experience managing support tickets and following escalation procedures. * Experience following and working within established procedures is required. * Excellent written and verbal communication skills are essential. * Candidates must be detail-oriented, self-motivated, self-directed, and able to work with minimal guidance. * A positive, can-do, team-oriented attitude is expected. * A valid driver's license and the ability to travel nationwide on short notice are required. * Candidates must be able to pass background checks and obtain security clearance when required for public safety and government sites. * Candidates must be willing to work holidays, weekends, evenings, and overtime as needed and participate in an on-call/pager rotation., * Industry certifications such as Cisco, Microsoft, or equivalent certifications are preferred. * Candidates should be willing to pursue and maintain certifications as required by company needs. * Prior experience working in 911, PSAP, or other public safety environments is preferred. * Experience with PRTG, Datto, or comparable monitoring platforms is also preferred. ## Description * The Support Center Engineer II is a hybrid helpdesk and field services role. Day to day, you will be the first point of contact for a dedicated helpdesk, handling Tier 1 phone and email support, ticket management, resolution, escalation, and client communication. * Beyond the helpdesk, this role requires flexibility. You will travel to client sites nationwide, including CalOES 911 facilities and Public Safety Answering Points (PSAPs), to install and support network and desktop equipment, respond to emergency dispatches, and work alongside vendors and subcontractors until issues are fully resolved. * Because these are mission-critical public safety environments, the role includes rotating pager/on-call duty and requires the ability to report onsite when an emergency demands it. * This position is well suited for someone who wants variety, is comfortable being the person who shows up when a site is down, and is motivated to grow technically through certification and hands-on work., * Serve as the first point of contact for helpdesk calls and emails. * Create tickets and cases in the helpdesk application and manage open ticket queues through resolution. * Provide phone and remote support directly to clients and escalate tickets to Support Center Engineer III as appropriate. * Provide frequent, proactive updates and communication to clients and manage responses in accordance with Service Level Agreements (SLAs). * Complete daily time entry with detailed notes regarding work performed. * Work tickets across voice, networking, and desktop support disciplines. * Participate in call center support shifts as part of the normal rotation. Field Services & On-Site Dispatch * Travel nationwide as required by client and project needs. * Travel to CalOES 911 sites and other public safety facilities. Security clearance and background checks may be required. * Install, configure, troubleshoot, and support network equipment, including routers and switches. * Perform desktop installation, configuration, hardware support, and peripheral support. * Respond to emergency dispatches at PSAPs and other client sites. * Participate in rotating pager/on-call duty with the ability to report onsite for emergencies. * Actively monitor systems to identify potential issues requiring onsite technician dispatch. * Coordinate onsite dispatches with Tier II engineers and the Support Center Manager. Monitoring & Tools * Monitor client devices and infrastructure using platforms such as PRTG and Datto. * Identify, triage, and respond to alerts before they become client-impacting outages., * Work with vendor teams to install 911 software and remain engaged until issues are fully resolved. * Coordinate with subcontractors and vendors to implement solutions from beginning to end. * Train, guide, and support subcontractors performing installation and support work. * Receive technical training and, in turn, train and mentor other team members., * Assist Tier II engineers and the Support Center Manager with scheduling meetings and coordinating dispatches. * Assist with billing activities. * Support the Manager in creating documentation and reports, including month-end reporting. * Provide occasional support for pre-sales activities. * Follow and work within established company procedures. * Provide recommendations for process improvement and automation. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Fake or News - AI Toothbrushes, Carrier Pigeon Tech & Life on Mars - Krzysztof CiesĖlak](https://www.wearedevelopers.com/videos/2165-fake-or-news-ai-toothbrushes-carrier-pigeon-tech-life-on-mars-krzysztof-cieslak) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers) - [Fullstack developer salary in Germany [2023]](https://www.wearedevelopers.com/magazine/197-fullstack-developer-salary-in-germany-2023)