Technical Customer Service Engineer

2 weeks ago

Canton, United States Gallagher Full time

The Customer Support Engineer provides world-class 2nd and 3rd tier technical support on Gallagher security products to our customers and in market colleagues. You will provide advise and service to a wide range of internal and external customers across multiple complex security verticals. You will be responsible for diagnosing, documenting, troubleshooting, tracking, resolving, rating, closing and escalating technical product installation issues from around the globe. Your objective is to provide a positive experience while solving complex customer issues that the entire globe and local technical teams are working to resolve, as well as following logical processes and workflows to identify the root cause of the problem and manage the resolution to closure.

Key Accountabilities

  • Assist with the resolution of all support calls, with particular focus on creating positive and consistent customer experiences for our global customers.
  • Ensure that all technical support requests are dealt with and documented in a professional manner and with the high level of technical expertise expected.
  • Ensure that support requests are logged in the companies CRM system and all emails and phone calls are responded to in a timely fashion and in accordance with the relevant Technical Support procedure.
  • Build and actively manage relationships with our Channel Partners to establish a high level of confidence and team spirit between the Security Technical Support team and its customers.
  • Take an active role in the documentation of technical information that is of value to our customers, evolving the Security Knowledgebase into a world-class knowledge center for our team members, our Gallagher Channel Partners and our End Users.
  • Analytical breakdown of issues and identify root cause of the problem. Providing suitable solutions/workarounds while assisting in developing a permanent solution.
  • Establish and maintain an open and honest working relationship with all members of the R&D team and to assist in the resolution of technical issues.
  • Work with relevant Product Testing personnel to ensure that operational considerations are taken into account during the testing phase of problem resolution.
  • When needed, assist with the configuration and general maintenance of both hardware and software on the Gallagher security management systems.
  • Testing for both correct functionality and fit for purpose operability of new and existing features.
  • All team members may be required to carry out after hours support if needed.
  • To assist our in-market teams worldwide with technical assistance on an as required basis. This may involve providing assistance on site.
  • To support other Team Members in a positive, constructive manner ensuring outstanding issues are resolved to the satisfaction of all involved.

Qualifications and / or Experience:

  • Formal IT based qualifications
  • Superior proficiency in the English language
  • Fluent in French as a second language is highly preferred
  • Prior experience in an IT or Electronic Security related industry
  • Prior experience in a helpdesk-based support environment
  • Technical experience as a software support or software engineer and/or technical experience working as a security systems integrator.
  • Technical experience working in professional services, as a technician, or field engineer within the security, information systems, or related industries.
  • Eligible to work in the United States

Skills / Competencies:

  • Strong discovery and active listening skills.
  • Ability to effectively troubleshoot technical issues/faults.
  • Experience supporting IIS, Microsoft Operating Systems, MSSQL Databases and Client Server based applications.
  • Excellent knowledge of Ethernet Networks, switching and routing concepts, and TCP/IP protocols.
  • Working knowledge of Active Directory and LDAP
  • Effective planning/organizing skills.
  • Shows awareness of goals and standards. Follows through to ensure that quality and productivity standards are met.
  • Influences, convinces or impresses others in a way that results in acceptance, agreement or behavior change.
  • Has specialist knowledge that can be applied effectively. Understands technical or professional aspects of work and continually maintains technical knowledge.
  • Effective problem-solving skills.
  • Able to makes systematic and rational judgements based on relevant information.
  • Effective oral and written communication skills in English. Can speak clearly, fluently and in a compelling manner to both individuals and groups. Writes in a clear and concise manner, using appropriate grammar, style and language for the reader.
  • Commercial awareness. Understands and applies commercial and financial principles. Views issues in terms of costs, profits, markets and added value.
  • Working knowledge of VMWare / vSphere or other Virtual Environments
  • Demonstratable knowledge of networking principles and an ability to diagnose issues within a network topology.
  • Experience in the installation of or maintenance of Microsoft Active Directory.

Knowledge/Skills/Abilities Desirable:

  • Working knowledge of Physical Access Control Systems (PACS), security management system architecture and design, cabling, networks, and related peripheral devices such as locks, power supplies, and sensors.
  • Preferred experience with Gallagher Access Control and Perimeter Security Systems, SoftwareHouse, Lenel, AMAG, Hirsch, or other Enterprise security management systems.
  • Perimeter Security systems knowledge
  • Superior proficiency with verbal and written Spanish and/or French languages.
  • Experience installing, configuring, and maintaining security systems, access control, intrusion detection, and other low voltage systems, fiber optics, voice and data cabling.
  • Working knowledge of APIs and web services.
  • Working knowledge of PKI, FIPS-201, PIV, FICAM, FISMA and NIST RMF.
  • Familiarity with basic electrical principles and electronic hardware and firmware.

Professional CertificationsPreferred

  • Microsoft Certifications
  • Certified System Engineer ICAM PACS (CSEIP)
  • CompTIA A+
  • Network+
  • IT Help Desk Professional

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