[Hiring] Technical Services Representative @Vector Security and Vector Security Networks Career

Role Description

As a Technical Services Representative, you will, under general supervision and aided by internal and manufacturer knowledge bases, have a broad understanding of all security industry technology hardware and software to include but not limited to access, burg, fire, and video. You will also provide timely and accurate support via phone, email, or workflow applications to both internal and external personnel.

• Identify and provide solutions/tips to resolve common/known technology issues.
• Document items for record and provide next steps for support resolution.
• Train end users in proper use of their systems as needed.

Qualifications

• High School Diploma or Equivalent.
• 1-Year Help Desk Experience preferred.
• Experience with utilizing or troubleshooting physical security hardware is preferred.
• Basic networking and hardware experience preferred.
• Microsoft Dynamics experience preferred as work is flowed through this system.
• Proficient with Microsoft programs.
• Familiarity with Microsoft and Unix/Linux operating systems a plus.
• Strong organizational skills to document support and maintain department resources.
• Intelligent communication (verbal and written) to internal and external customers and management.
• Ability to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues.

Requirements

• Review, process, and provide basic technical support for all inbound requests.
• Create WOs based on technician need and outlined customer procedures.
• Utilize established company guidelines and procedures to provide basic technical support for the installation and maintenance of equipment and setup of customer configurations.
• Validate issues reported via vendor applications and provide basic user support/training to customers.
• Resolve support and research requests generated by internal teams or hardware monitoring within 24 hours of receipt.
• Monitor and process support requests submitted via Microsoft Dynamics utilizing established company guidelines and procedures, vendor software, and knowledge bases.
• Connect to equipment remotely and/or contact customer site personnel to triage or validate requests.
• Assist with the gathering and upkeep of department resources such as customer equipment profiles, configuration databases, knowledge articles, and remote connection utilities.
• Initiate next steps to complete requests to resolution.
• Properly escalate unresolved issues to appropriate internal teams.
• Identify and submit necessary requests for next steps to resolve or forward to the appropriate team for additional troubleshooting.

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).