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Technical Support Specialist
2 months ago
About the Role
As a Support Technician at Skyline Technologies, you will serve as the primary support contact, tasked with diagnosing, resolving, or escalating service-related challenges for our clientele.
Your responsibilities will include:
- 50% of your time: Installation and Service Support
- 40% of your time: Internal Technical Assistance
- 10% of your time: Customer Interaction Support
Key Responsibilities
- Generate identification badges for employees.
- Diagnose and resolve issues with surveillance cameras and access points across all facilities.
- Manage access group configurations.
- Execute software updates for the system.
- Assist with Installation Projects
- Integrate cameras into systems
- Provide remote troubleshooting for camera issues
- Support Video Management Systems (VMS) and Access Control as necessary
- Collaborate in the lab to set up cameras and configure software
- Provide Service Support
- Assist field service technicians
- Coordinate with vendors to address technical problems.
- Delegate tasks to other support technicians or lab personnel when necessary.
- Organize schedules for service technicians and adjust as required.
- Maintain updates on the SOAR board.
- Revise project specification sheets as needed.
- Address all incoming support tickets throughout the day.
- Resolve tickets that can be managed remotely.
- Assign tickets to technicians requiring on-site visits.
- Update the High5 system with relevant comments and billing details.
- Implement system upgrades.
- Ensure timely follow-ups with customers.
Qualifications and Skills
- Minimum of 3 years experience with CCTV systems.
- Minimum of 3 years experience with Access Control systems.
- High School Diploma or GED equivalent.
- Proficient in Microsoft Office Suite including Outlook, Excel, Word, and Visio.
- Strong verbal and written communication skills.
- Excellent customer service abilities.
- Relevant certifications such as:
- Genetec
- ONSSI
- Identicard
- Milestone
- Feenics
- In-depth knowledge of VMS and Access Control Software utilized by Skyline Technologies.
- Networking expertise including:
- Network architecture
- Port Forwarding
- Firewall management
- VPN configuration
- VLAN setup
- Subnetting
