Technical Support Engineer II

4 weeks ago

Lincoln, United States Securitas Electronic Security Inc Full time

Securitas Healthcare, part of Securitas, empowers caregivers to deliver connected, productive and safe care. Its innovative portfolio of healthcare solutions helps over 15,000 hospitals, clinics and senior living organizations worldwide protect people, use assets efficiently and understand their operations for a caring and healing environment. For more information, visit www.securitashealthcare.com.
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.

This is a hybrid role, requiring in-person attendance at our Securitas location in Lincoln, NE, for three days each week.

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:
  • Bachelor’s Degree or accredited certification in [Computer Science, Information Technology or Electronics] and/or equivalent professional experience.
  • Minimum 2 – 4 years of experience in a technical support center/customer service environment or customer facing role
  • 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.
  • Critical thinker.
  • Good interpersonal skills.
  • Must be a self-motivated, 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
  • 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)
  • Experience in networking infrastructure and computer diagnostics
  • Experience with RF will be an advantage

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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