Technical Support Engineer

1 week ago

Teaneck, United States Hanwha Techwin America Inc Full time
Job DescriptionJob Description Title: Technical Support Engineer (3rd Level)

Responsibilities for Tier 3 Support Specialist:

  • Identify root cause and resolve technical incidents with products and services provided by HVA.
  • Take appropriate steps to resolve support cases per department Service Level Agreements (SLAs) using Zendesk Ticketing system
  • Document customer information and recurring technical issues to support product quality programs and development.
  • Documents support interactions, including details of inquiries, complaints, comments, and actions taken.
  • Contribute to Hanwha Visions Knowledge Base with information about technical issues and new product assessments.
  • Become an SME of an assigned product/product line
    • Provide training to other agents on this product

Skills and Work Experience:

  • 3-4 years of experience working collaboratively and cohesively in a distributed team environment
  • 3-4 years of experience in a customer-facing remote support role at a high-capacity helpdesk/call center environment
  • 3-4 years of experience documenting resolutions in Zendesk or a similar ticketing systems
  • Excellent attention to detail and multi-tasking ability
  • Strong communication/interpersonal skills, both written and verbal
  • Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy
  • Excellent time management skills– ability to organize and manage multiple priorities and meet deadlines

Technical Experience:

  • 6+ years experience in physical or remote support of
    • IP Cameras
    • Network Video Recorders
    • Video Management Systems
    • IP Audio Devices and Access Control
  • A Current Network+/CCNA and Linux+ Certification
  • A Current VMS Certification (Genetec and Milestone Preferred)
  • A Current AWS Cloud Practioner
  • Understanding of, or Certification in, ITIL or Similar Service Management Framework

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