Remote Support Engineer

Job DescriptionJob Description

Role

Remote Support Engineer

 

Mission Statement

The Remote Support Engineer role consists of supporting both end users directly and assisting SW24 Field Service Technicians with troubleshooting and solution verification actions. The work requires deep technical knowledge of the Genetec product suite, networking and operating system technical skills.

 

Responsibilities

1. Provide technical assistance with computer hardware and software issues principally related to the Genetec Video Management System, Access Control System and License Plate Recognition System platforms.

2. Resolve issues for clients via phone, in person, or electronically via remote connection software.

3. Serve as the Level-two point of contact for SW24 Technicians who require technical escalation to resolve complex issues.

4. Perform remote troubleshooting through diagnostic techniques and pertinent questions.

5. Determine the best solution based on the issue and details provided by customers.

6. Record events and problems and their resolution in logs

7. Follow-up and update customer status and information

8. Identify and suggest possible improvements on procedures.

 

Required Experience, Skills, Abilities and Credentials

1. Three or more years installing/supporting the Genetec suite of VMS/AC/LPR products.

a. Certifications preferred but experience may be sufficient.

 

 

Desired Experience, Skills, Abilities and Credentials

2. Cisco CCNA credential or three or more years’ experience designing and supporting switching, routing and firewall configurations including subnet calculations, multicast troubleshooting and NAT routing.

3. Ability to diagnose and resolve complex technical issues involving Application, Operating System and Networking dependencies.

4. Excellent communication skills

5. BSc/BA/Associates in IT, Computer Science or relevant field

6. Ability work both collaboratively and unsupervised

7. Ability to meet deadlines which may include evening or weekend work when required by the business.

8. Ability to cover “On-Call” shifts on a rotating schedule.

9. Attention to Detail - Job requires being careful about detail and thoroughness in completing work tasks.

10. Analytical Thinking - Job requires analyzing information and using logic to address technical issues and problems.

11. Dependability - Job requires being reliable, responsible, dependable, and fulfilling obligations.

 

Company DescriptionSecureWatch24 is a privately-held, full-service provider of electronic and physical security services founded by veteran law enforcement professionals and staffed by security industry experts. We specialize in Enterprise level security video, access control and VMS integration, as well electronic security for state and municipal departments and agencies, law enforcement entities, retail stores, multi-family buildings and other industries and verticals markets in need of unique security solutions.Company DescriptionSecureWatch24 is a privately-held, full-service provider of electronic and physical security services founded by veteran law enforcement professionals and staffed by security industry experts. We specialize in Enterprise level security video, access control and VMS integration, as well electronic security for state and municipal departments and agencies, law enforcement entities, retail stores, multi-family buildings and other industries and verticals markets in need of unique security solutions.

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