TSS Technician

EyeQ Monitoring•Atlanta, GA

6d•Onsite

About The Position

Based in Atlanta, GA, EyeQ Monitoring provides industry-leading security and business intelligence solutions to a variety of business sectors throughout the United States. We’re looking for a Technical Services & Support Technician to help monitor and support customer-facing systems deployed nationwide. In this role, you’ll monitor system health across multiple platforms, identify issues, determine their priority and impact, and work to resolve or escalate problems quickly. You’ll support everything from networking and firewalls to cameras, video management systems, analytics platforms, and remote monitoring technology. This is an in-office position based out of our Atlanta, GA office. EyeQ values trusted partnerships, building to last, taking on challenging work, and enjoying the journey.

Requirements

Basic IP networking experience
Strong troubleshooting and problem-solving skills
Experience working with Windows operating systems
Clear written and verbal communication skills
Strong attention to detail
Ability to follow established procedures and direction
Genuine interest in technology
Flexibility to work day, night, and/or flex shifts as needed
Ability to lift up to 50 lbs.

Nice To Haves

Post-secondary education in a related field
Experience in a technical, military, or customer-service environment
Experience working with ticketing systems
Layer 2/3 network navigation and management
Video Management System experience, such as Milestone or Genetec
Experience with IP camera systems
Access control system configuration and management
Firewall, router, and VPN management, including SonicWall
Experience with PTP and PTMP wireless systems
Curious and eager to learn
Calm when troubleshooting problems
Detail-oriented and thorough
Strong communicator
Reliable and accountable
Comfortable working independently and as part of a team
Able to prioritize issues based on urgency and customer impact

Responsibilities

Monitor customer-facing systems and proactively identify and resolve technical issues
Create and modify work orders as needed
Configure and troubleshoot the Immix monitoring platform
Configure and troubleshoot wireless bridges, including Ubiquiti systems
Configure and troubleshoot basic networking systems
Monitor network security and document and report potential breaches
Follow standard operating procedures for maintaining customer networks and devices
Report service-impacting issues quickly after detection
Respond to and resolve customer escalations within established SLA windows
Open, manage, and track internal support tickets
Provide internal and external incident notifications
Configure and troubleshoot Milestone and Geovision VMS platforms
Configure and troubleshoot SonicWall firewalls
Configure and troubleshoot Innovi, VCA, and Calipsa analytic platforms
Configure and troubleshoot PRTG network health monitoring
Configure and troubleshoot IP camera systems, including Axis, LPR, FLIR, Hanwha, and SightLogix
Manage POE switches
Use remote-access tools to troubleshoot customer technology
Perform scheduled daily, weekly, monthly, and quarterly maintenance procedures