Technical Support Engineer II
3 weeks ago
Position Summary
Tier II Support Engineer will provide advanced technical support to customers via phone, email, SalesForce.com and/or onsite. This may include installing software, diagnosing network issues, installing upgrades and resolving issues. To ensure success as a Tier II Support Engineer, you should have knowledge of Securitas Healthcare solutions, high-level communication skills and the ability to work independently. Ultimately, a top-class Tier II Support Engineer provides valuable assistance and support while maintaining strong customer relations.
Essential Job Functions
- Function as the primary customer contact for technical issues through telephone and web based technical support for all Securitas Healthcare products
- Diagnosing and troubleshooting hardware, software, network and/or 3rd party equipment issues.
- Upgrading, configuring or reinstalling Securitas Healthcare software applications.
- Re-create customer issues and testing customer configurations in-house for in-depth diagnosis
- Collect pertinent data and escalate customer issues as required.
- Participate in on-call rotation for afterhours over-the-phone customer technical support
- Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate and complete solutions.
- Adhere to organization goals
- Occasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.
- Other duties as assigned
Education / Requisite Skills:
- Bachelors Degree or accredited certification in computer science or network communication and/or the equivalent education and experience in a technical setting required.
- Minimum 2+ years of experience in a technical support center/customer service environment or customer facing role experience in fast paced environment is required
- Good analytical and troubleshooting skills along with the ability to think logically
- Strong communications skills in English, technically and emphatically. Must be able to give and receive complex directions by phone.
- Must be a self-motivated, organized, self-starter
- Able to work in a team environment and/or remote location
- Ability to work in a fast-paced, multi-task & high-intensity work environment and deescalate tense situations
- Outside of the box thinker with great customer support skills. Must be able to effectively communicate with customers and team members as well as other internal teams.
- Intermediate knowledge in wireless vendors is required (Understand how the wireless environment is setup and be able to intelligently discuss it with customer IT team)
- Working knowledge of Microsoft SQL is a big plus (Understand SQL structure, understand maintenance jobs, ability to run basic provided queries)
- Cisco or Microsoft certificates are a plus
- Ability to work with load balancers and strong understanding of virtual environments is a big plus
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
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