Technical Support Specialist

22 hours ago

Lincoln, Nebraska, United States Securitas Electronic Security Inc Full time
Job Title: Technical Support Engineer II

Securitas Healthcare, a leading provider of innovative healthcare solutions, is seeking a highly skilled Technical Support Engineer II to join our team.

Job Summary:

The Technical Support Engineer II will provide advanced technical support to customers via phone, email, and/or onsite. This role requires a strong understanding of Securitas Healthcare solutions, excellent communication skills, and the ability to work independently.

Key Responsibilities:
  • Function as the primary customer contact for technical issues through telephone and web-based technical support for all Securitas Healthcare products.
  • Diagnose and troubleshoot hardware, software, network, and/or 3rd party equipment issues.
  • Upgrade, configure, or reinstall Securitas Healthcare software applications.
  • Re-create customer issues and test customer configurations in-house for in-depth diagnosis.
  • Collect pertinent data and escalate customer issues as required.
  • Participate in on-call rotation for after-hours over-the-phone customer technical support.
Requirements:
  • Bachelor's Degree or accredited certification in Computer Science, Information Technology, or Electronics, and/or equivalent professional experience.
  • Minimum 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, and 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 set up 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.
What We Offer:

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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