Sr. Technical Services Rep

Vector Security and Vector Security Networks Career•Gainesville, VA

8d•Onsite

About The Position

At Vector Security, we are seeking a Senior Technical Services Representative to join our team. This role involves providing timely and accurate support via phone, email, or workflow applications to both internal and external personnel. The Senior Technical Services Representative will identify and provide solutions to resolve advanced technology issues, document information for records, and provide next steps for support resolution. Training end users on the proper use of their systems will also be a key responsibility. This position requires an intermediary understanding of security industry technology hardware and software, including access, burg, fire, and video systems.

Requirements

Associate's Degree or Equivalent Experience.
Proficient with Microsoft programs.
Extensive knowledge of both Microsoft and Unix/Linux operating systems.
Strong organizational skills to document support and maintain department resources.
Ability to intelligently communicate (verbal and written) to internal and external Customers and Management.
Ability to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues.

Nice To Haves

3+ years of helpdesk support experience.
Experience with utilizing or troubleshooting physical security hardware.
NICET Level I.
Intermediate networking and hardware experience.
CompTIA A+, Network+.
Experience with Microsoft Dynamics.

Responsibilities

Provide intermediary technical support via phone, email, or workflow application to support onsite personnel completing installation and service requests.
Utilize established company guidelines and procedures to provide intermediary technical support for the installation and maintenance of equipment.
Setup of customer configurations and validate work completed via vendor applications.
Complete hardware repair and programming for pc-based systems.
Utilize customer specifications to program hardware for service and installations.
Maintain general PC repair knowledge, including PC component replacements and software reimages.
Communicate and initiate next steps to complete requests.
Properly escalate unresolved issues to appropriate internal teams.
Utilize established customer procedures and deductive reasoning skills.
Identify and submit necessary requests for next steps to resolve or forward to the appropriate team for additional troubleshooting, including gathering necessary information for customer approvals, equipment repairs, and product returns.
Create, update, and maintain department resources and customer databases.
Properly maintain as-builds and all system documentation.
Assist with the gathering and upkeep of department resources such as customer equipment profiles, configuration databases, knowledge articles, and remote connection utilities.
Gather information and document based on support being performed.