Sr. Technical Services Rep
About The Position
As a Senior Technical Services Representative, and under general supervision and aided by internal and manufacturer knowledge bases an intermediary understanding of security industry technology hardware and software to include but not limited to access, burg, fire, and video. The Senior Technical Services Representative will provide timely and accurate support via phone, email, or workflow applications to both internal and external personnel. Identify and provide solutions/tips to resolve advanced technology issues, document items for record, and provide next steps for support resolution. Train end users in the proper use of their systems as needed.
Requirements
- Associate's Degree or Equivalent Experience.
- 3-Years: Help Desk Experience
- 1-Year: Low Voltage, Security & Surveillance Industry Experience
- Must be proficient with Microsoft programs and have extensive knowledge of both Microsoft and Unix/Linux operation systems.
- Must have strong organizational skills to document support and maintain department resources.
- Must be able to intelligently communicate (verbal and written) to internal and external Customers and Management.
- Must be able 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 is preferred as work is flowed through this system.
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, provide intermediary technical support for the installation and maintenance of equipment.
- Setup of customer configurations; validate work completed via vendor applications.
- Complete hardware repair and programming for pc-based systems.
- Utilize customer specifications program hardware for service and installations.
- Maintain general PC repair knowledge to include 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. This includes 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.
Benefits
- Competitive compensation with incentive eligibility
- Medical, dental and vision coverage
- Company paid life and AD&D insurance.
- Company paid short- and long-term disability.
- Voluntary benefit products
- 401k retirement savings plan
- Flexible Spending Account
- Paid time off
- Tuition reimbursement
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
