Technical Support Specialist

2 weeks ago


Glen Burnie, Maryland, United States Skyline Technologies Full time
Job Overview

Position Summary

As a Technical Support Specialist, you will serve as the primary support contact, responsible for assessing, resolving, or escalating any service-related challenges for the clientele of Skyline Technologies.

Key Responsibilities

  • Allocate approximately 50% of your time to Installation and Service Support.
  • Dedicate around 40% of your time to Internal Support.
  • Spend about 10% of your time on Customer Support.

Specific Duties Include:

  • Generating identification badges in Genetec for Skyline personnel.
  • Diagnosing and resolving issues with surveillance cameras and access points across all Skyline facilities.
  • Modifying access groups within Genetec.
  • Executing software upgrades for the Genetec system.
  • Supporting Installation Projects, which involves:
    • Integrating cameras into systems.
    • Resolving camera-related issues remotely.
    • Providing Video Management System (VMS) and Access Control support as necessary.
    • Assisting in the lab to configure cameras and program VMS/Access Control software as required.
  • Service Support: Assist field service technicians and collaborate with vendor/manufacturer support to troubleshoot and resolve issues.
  • When unavailable, delegate tasks to other support technicians or lab technicians.
  • Organize schedules for service technicians and make adjustments as necessary.
  • Ensure the SOAR board is kept current.
  • Update project specification sheets as required.
  • Address all incoming tickets throughout the day.
  • Resolve any tickets that can be handled remotely.
  • Assign tickets to service technicians for site visits when necessary.
  • Update High5 with relevant comments and billing details.
  • Conduct system upgrades.
  • Ensure timely follow-ups with customers.

Qualifications and Skills

  • Minimum of 3 years of experience with CCTV systems.
  • At least 3 years of experience with Access Control systems.
  • High School Diploma or GED equivalent.
  • Proficient in Microsoft Outlook, Excel, Word, and Visio.
  • Strong verbal and written communication skills.
  • Excellent customer service abilities.
  • Relevant certifications such as:
    • Genetec
    • ONSSI
    • Identicard
    • Milestone
    • Feenics
  • Comprehensive knowledge of all VMS and Access Control Software utilized by Skyline.
  • Networking proficiency, including:
    • Network layout
    • Port Forwarding
    • Firewalls
    • VPN
    • VLANs
    • Subnets


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