Technical Support Specialist - Tier II (Video)
About The Position
Hirsch's Technical Services Team delivers physical access, video and credential solutions to our customers. As an integral member of Hirsch’s Technical Services team, the Velocity Vision Technical Support Specialist Level II works alongside other Technical Services team members, Sales Engineers, Software Engineers, Technicians and Product Managers. The Technical Support Specialist must be able to manage hot issues and will be the point of contact for routine to advanced technical support of Hirsch’s product technologies. The Technical Services Support Specialist will professionally be ready to communicate at any time to all parties involved via email, phone and electronic media. They should have Level II support knowledge and the ability to answer installation and basic troubleshooting questions that can be answered by referring to the product documentation/ticketing system. Troubleshooting may include simple reproductions, installations, configurations and escalation of issues to Level III as necessary to resolve customer issues.
Requirements
- 3+ years installing/servicing Video Management Systems (VMS) or NVRs
- IP Video and IT Experience
- Basic Video Product knowledge
- Entry level networking concepts
- Basic knowledge of Domains, servers, clients
- Experience with virtualization technology including VM Ware or Microsoft Virtual Server.
- Basic Product knowledge and Understanding of Operating Systems
Nice To Haves
- Experience with Video Analytics preferred
- Experience with Video Storage
Responsibilities
- Receive inbound customer technical support calls via a phone and email queue; utilize trouble ticket application and databases to manage and resolve the customer issues
- Accurately and thoroughly document cases including problem, corrective actions and solutions
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary
- Escalate issues to Support Level III as needed
- Connecting/Configuring Hardware, i.e Mix and match analog, IP, megapixel and PTZ cameras
- Install and configure network hardware to include switches, routers, cabling, servers, and wireless devices
- Video Management System (VMS) NVR, Hybrid Video Recorders (HVR), CCTV and Access Control configuration
- Manage data backups and archives
- Act as a Trusted Advisor to customers.
- Store and retrieve video data from VMS Servers, NVRs/HVRs and NAS/SAN Storage
- Manage video Archives and backups
- Ability to diagnose problems
- Ability to actively participate in team support by proposing and implementing solutions.
- Exceptional customer service, overall communication and technical writing skills.
- Ability to communicate and work with other internal departments.
- Ability to work independently with minimal management supervision and as part of team.
- Demonstrated aptitude for providing exceptional customer service in politically charged environments.
Benefits
- Competitive Base Pay
- Fidelity 401(k) + Company Match
- 11 Company Paid Holidays
- Generous Paid Time Off
- Medical, Dental, & Vision Insurance
- FSA/HSA
- Fun Employee and Family Events
- Employee Wellness Program
- Supplemental Life Insurance, AD&D Insurance, and Dependent Care plans
- A range of discounted products and free services
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
