Technical Support Engineer

2 weeks ago

Fishers, United States Securitas Electronic Security Inc Full time

Securitas Products & Solutions (SPS), part of Securitas Technology, designs and manufactures industry leading physical security solutions including video monitoring, electronic access control, alarm systems and big data analytics. Our world-class portfolio comprises three trusted, market-tested brands: 3xLOGIC, PACOM and Sonitrol, which have a combined legacy of over 100 years in the security industry. Driven by constant innovation to meet continuously evolving physical and cyber threats, our solutions provide unparalleled quality of products and services to protect people, property, and assets.

OVERVIEW

The primary function of this role is to provide application and configuration support to our Dealers/Integrators and assist during the installation and service involving 3xLOGIC video (Vigil) and/or Access Control (Infinias) products. This will be a customer facing role that requires an extensive knowledge of Video Management Systems and Electronic Access Control Systems On-Prem and Cloud Based. The role is a remote-based position, those candidates local to the Fishers office headquarters are encouraged to come into the office once a month. This role is part of the Securitas Products and Solutions group.

Attention to detail and customer relations skills are key to success in this role, and essential in the company’s strategy. Excellent written and verbal communications skills, the ability to manage multiple tasks and priorities simultaneously and strong analytical and problem-solving skills are a must to be successful in this role. The ability to logically follow order of operation troubleshooting to ensure resolution of a customer issue in a timely manner is also a must.

ROLES & RESPONSIBILITIES

  • Develop and maintain an extensive working knowledge of your supported 3xLogic products.
  • Learn and maintain a fundamental understanding of all product operating environments.
  • Work with 3XLogic customers to diagnose and resolve all hardware and software issues, answer questions and alleviate concerns.
    • Remotely install, configure and deploy software on physical servers as well as virtualized environments.
    • Troubleshoot system reported issues
    • Troubleshoot network connectivity issues
    • Be the liaison between the customer and engineering teams.
  • Work collaboratively with the sales, engineering, and product development teams to ensure all are aligned with the customer needs.
  • Efficiently and effectively provide detailed documentation of customer interactions in the ticketing management system
  • Other tasks as assigned by management.
QUALIFICATIONS, SKILLS AND EXPERIENCE:
  • Background in Video and Access Control Security Systems
  • Strong organizational skills
  • Excellent verbal and written communication skills.
  • Ability to transfer knowledge and translate technical concepts to non-technical customers.
  • Ability to learn in a fast-paced environment
  • Functional knowledge of Windows 10, Server 2008 to current
  • Experience in troubleshooting system hardware, software, and integration issues
  • Experience in using and setting up virtualized environments
  • Experience in basic network and firewall setup and troubleshooting network communication issues
  • Strong knowledge of database architectures and methodologies, ideally of Microsoft SQL Server 2008+ and the ability to manipulate data effectively and efficiently using SQL.
  • Excellent knowledge of VM Environments and Microsoft Clustering.
  • Ability to work without direct supervision.

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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