Carousel Industries

  • Convergence Specialist

    Posted Date 2 weeks ago(10/2/2018 3:43 PM)
    # of Openings
    Job Location
  • Company Overview

    Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.  Founded in 1992, Carousel serves more than 6,000 customers, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, Carousel has more than 1,400 employees based in 27 offices–with three Network Operating Centers nationwide.

    We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for five, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

    In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at, Facebook, Twitter, and LinkedIn.




    The Field Specialist – with a commitment to the customer experience, Public Safety will be responsible for staging, installing and troubleshooting Public Safety solutions such as Airbus and Third Party applications within a team environment. This role requires an individual with high exposure to Public Safety technologies, as well as knowledge and experience with a converged technology environment. Strong interpersonal and communication skills are needed to team well with customers and all sales and service delivery team members.


    Essential Duties and Responsibilities:

    • Support of Installed Public Safety Systems and solutions.
    • Ability to work directly with customers on issues affecting their Public Safety System
    • Ability to troubleshoot and investigate trouble tickets opened by customers to bring those to resolution.
    • Stay current on new products and services as released to market.
    • Communication and documentation skills – clearly define/interpret and communicate trouble resolution to internal and external resources.
    • Complete all documentation of trouble tickets for customers.
    • Ability to work with minimal supervision and act as a team lead and or mentor for project implementations.
    • Recognize and appropriately escalate client issues to proper resources in the event resolution cannot be reached, including providing detailed and immediate notification and updates to key individuals/groups affected.
    • Maintain discipline and professionalism during all interactions and in all verbal or written communications.
    • Team contributor to overall team success and level of knowledge.
    • Work with Carriers, as needed, to troubleshoot potential circuit issues affecting Carousel’s customers.
    •   Work within an On-call environment to include weekly rotation for after-hours coverage


    Non-Essential Duties and Responsibilities:

    • Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
    • Become familiar with available help resources; stay updated on technology changes or problems.
    • Understand individual and departmental goals and the direction to achieve the goals.
    • Commitment to process, improvements, and initiatives.




    • High School Diploma or equivalent required.
    • Minimum 2-4  experience in a call center NOC environment
    • Basic understanding of Telecommunication equipment and practices.
    • Knowledge of Public Safety Equipment and peripheral equipment.
    • Basic Understanding of E911 infrastructure and operation.
    • Must be able to work independently as well as in a team environment.
    • Strong troubleshooting, problem-solving and analytical skills.
    • Working knowledge of Microsoft Office products.
    • Basic networking and fundamental experience or education.


    Carousel Industries is an Equal Opportunity Employer:  Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.


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