Hybrid Technical Support Engineer

at Securitas Technology

• Job title: Technical Support Engineer
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Lincoln, United States

About the role

• Technical Support Engineer providing basic technical support for Securitas Healthcare products via phone, email, and occasionally onsite. Responsible for customer contact, troubleshooting, and collaboration with higher tiers.

Responsibilities

• Provide technical support for Securitas Healthcare products.
• Function as the primary customer contact for customer issues through telephone and web based technical support for all Securitas Healthcare products.
• Maintain or have access to working lab which you will actively work on, recreate customer issues, test and provide feedback.
• Collect pertinent data and escalate customer issues to higher tiers.
• Participate in on-call rotation for after-hours over-the-phone customer technical support.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate and complete solutions.
• Adhere to organizational goals.
• Occasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.
• Other duties as assigned.

Requirements

• Associate degree or accredited certification in electronics, computer science or network communication and/or the equivalent education and experience required in a technical setting.
• Minimum of 2 years of experience in a technical support center/customer service environment or customer-facing role experience in fast paced environment is required.
• Good analytical and troubleshooting skills along with the ability to think logically.
• Strong communications skills in English, technically and emphatically.
• Must be able to give and receive complex directions by phone.
• Must be a self-motivated self-starter.
• Able to work in a team environment and/or remote location.
• Ability to work in a fast-paced, multi-task & high-intensity work environment and deescalate tense situations.
• Intermediate computer knowledge preferred.
• Excellent communication and customer skills are required.
• Organizational and time management skills.
• Basic wired/wireless network knowledge is required.
• Basic knowledge of RF, BLE, LF & EMI.
• Installation, configuration, support, and/or troubleshooting of security/telecommunication systems such as electronics, low voltage components, access control systems, lock down systems, CCTV video systems, voice, data cabling and/or IP relays.
• Familiarity with inventory control and record-keeping.
• Understanding basic electronics concepts.

Benefits

• Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.