Technical Services Engineer-Tier II
About The Position
At Axis Communications we believe in innovating for a smarter, safer world. We just happen to provide cutting-edge security solutions across the globe. While each ‘Axian’ has his or her own motivators, we all share the same core values. The Technical Services Engineer - Tier II (Hybrid position) troubleshoots and resolves configuration, network and software issues for our IP network cameras, physical access control, and security solutions while utilizing resources of peers, knowledgebase, and software development engineering teams. This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, MA headquarters (after completing initial training and meeting desired KPI's). This gives our employees the much needed flexibility and helps us maintain contact with our culture and fellow Axians. Employees are welcome to work full time in the office if they prefer.
Requirements
- Minimum 2 years’ experience in a call center-type environment with an excellent customer service background
- Knowledge of network routing and switching protocols
- Experience configuring PCs, installing various operating systems and software applications
- Experience configuring switches, routers, and other network-related components
- Ability to resolve issues and troubleshoot in an unscripted manner
- Excellent communication and interpersonal skills
- Self-motivated and energetic with a positive approach to problem solving
- Eye for details with good time management skills - must be able to handle multiple issues in an organized manner
Nice To Haves
- Fundamental understanding of physical access control and security systems
- Experience with Salesforce Service Cloud CRM system/help desk applications
- CCTV/IP Camera installation/configuration
- Basic understanding of electricity concepts
- Professional degrees/certifications: CompTIA, Cisco, Microsoft, PSP, etc.
- Secondary language skill: Spanish, Portuguese, French
Responsibilities
- Provide world-class technical support for partners and end customers via inbound telephone, online helpdesk, and live chat cases
- Manage a high work volume with time-bound constraints
- Analyze problems and identify solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations
- Ensure escalations and handoffs are efficient by documenting cases clearly and completely
- Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution
- Develop subject matter expertise and train/mentor others
- Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer’s problem
Benefits
- Inspire you to grow and develop through employer-offered training as well as tuition reimbursement
- Take care of more than just the ‘work you’, but rather the ‘whole you’ through our health, dental, vision, and fitness/health and wellness programs
- Support parents and children through paid parental leave and help alleviate costs through a dependent care reimbursement account
- Encourage work/life balance with generous vacation benefit, plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after!)
- Help prepare for your life after retirement through our 401(k) program and employer matching
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
