Sr. Technical Services Rep

4 weeks ago

Gainesville, United States Vector Security Full time

Location: Gainesville, VA

Summary:

As a Sr. Technical Services Representative, you will be under general supervision and aided by internal and manufacturer knowledge bases an intermediary understanding of security industry technology hardware and software to include but not limited to access, burg, fire, and video. The Sr. Technical Services Representative will provide timely and accurate support via phone, email, or workflow applications to both internal and external personnel. Identify and provide solutions/tips to resolve advanced technology issues, document items for record, and provide next steps for support resolution. Train end users in the proper use of their systems as needed.

What You'll Do:

* Technical Support:
* Provide intermediary technical support via phone, email, or workflow application to support onsite personnel completing installation and service requests.
* Utilize established company guidelines and procedures, provide intermediary technical support for the installation and maintenance of equipment.
* Setup of customer configurations; validate work completed via vendor applications.


* Hardware Repair:
* Complete hardware repair and programming for pc-based systems.
* Utilize customer specifications program hardware for service and installations.
* Maintain general PC repair knowledge to include pc component replacements and software reimages.


* Communication and Resolution:
* Communicate and initiate next steps to complete requests.
* Properly escalate unresolved issues to appropriate internal teams.
* Utilize established customer procedures and deductive reasoning skills.
* Identify and submit necessary requests for next steps to resolve or forward to the appropriate team for additional troubleshooting.
* This includes gathering necessary information for customer approvals, equipment repairs, and product returns.




* Create and Maintain Database:
* Create, update and maintain department resources and customer databases.
* Properly maintain as-builds and all system documentation.
* Assist with the gathering and upkeep of department resources such as customer equipment profiles, configuration databases, knowledge articles, and remote connection utilities.
* Gather information and document based on support being performed.
* All other duties assigned.



What You'll Need:

* Associate's degree or Equivalent Experience.
* 1 year experience with low voltage, Security, and Surveillance Industry:
* Experience with utilizing or troubleshooting physical security hardware is preferred.
* NICET Level I preferred.


* 3+ years of Helpdesk Support Experience, Preferred.
* Network Knowledge:
* Experience or knowledge of fiber, ethernet, DSL/Copper, wireless.
* Intermediate networking and hardware experience preferred.
* CompTIA A+, Network+ preferred.


* Microsoft Dynamics Experience:
* Experience with Microsoft Dynamics is preferred as work is flowed through this system.


* Computer Literacy:
* Must be proficient with Microsoft programs and have extensive knowledge of both Microsoft and Unix/Linux operation systems, preferred.


* Organizational Skills:
* Must have strong organizational skills to document support and maintain department resources.


* Communication and Interpersonal Skills:
* Must be able to intelligently communicate (verbal and written) to internal and external Customers and Management.


* Deductive Reasoning Skills:
* Must be able to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues.



What You'll Get:

In addition to competitive pay, we offer a comprehensive "Total Rewards" package including:

* Medical, dental, and vision coverage
* HSA/FSA programs
* Company paid life and AD&D insurance.
* Company paid short- and long-term disability.
* Voluntary benefit products
* 401k retirement savings plan after just 60 days
* 7 Company Holidays, plus 2 Floating holidays of your choice
* Paid Time Off
* Tuition reimbursement
* Employee Assistance Program (EAP)

About Us:

We are the fourth largest security integrator in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected, and empowered, one customer at a time.

Our Values:

Win as a team.

* Do the right thing.
* Make a difference every day.
* Get it done
* Think big.

If you share these ideals, we'd love to hear from you

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.

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