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Technical Services Engineer-Tier II
2 months ago
We are seeking a highly skilled Technical Services Engineer-Tier II to join our team at Axis Communications AB. As a key member of our technical support team, you will be responsible for providing world-class technical support to our partners and end customers.
Key Responsibilities- Provide technical support via inbound telephone, online helpdesk, and live chat cases
- Analyze problems and identify solutions using databases of existing issues, debugging tools, and simple or moderate lab simulations
- Ensure efficient escalations and handoffs by documenting cases clearly and completely
- Collaborate with Software and/or Hardware Engineering to resolve complex issues
- Develop subject matter expertise and train/mentor others
- Use troubleshooting skills to perform lab replications, research difficult problems, and test engineering-provided fixes
- Minimum 2 years' experience in a call center-type environment with excellent customer service skills
- Knowledge of network routing and switching protocols
- Experience configuring PCs, installing operating systems, and software applications
- Experience configuring switches, routers, and other network-related components
- Ability to resolve issues and troubleshoot in an unscripted manner
- Excellent communication and interpersonal skills
- Self-motivated and energetic with a positive approach to problem-solving
- Eye for details with good time management skills
- Fundamental understanding of physical access control and security systems
- Experience with Salesforce Service Cloud CRM system/help desk applications
- CCTV/IP Camera installation/configuration
- Basic understanding of electricity concepts
- Professional degrees/certifications: CompTIA, Cisco, Microsoft, PSP, etc.
We enable a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, we offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.
We collaborate with partners worldwide and thrive in our friendly, open, and collaborative culture. United by our commitment to inclusion, diversity, and sustainability, we consistently seek to develop our skills and way of working.
