Securitas Electronic Security Inc
Technical Support Engineer
Securitas Electronic Security Inc, Lincoln, Nebraska, United States, 68511
Securitas Healthcare, part of Securitas, empowers caregivers to deliver connected, productive and safe care. Its innovative portfolio of healthcare solutions helps over 15,000 hospitals, clinics and senior living organizations worldwide protect people, use assets efficiently and understand their operations for a caring and healing environment. For more information, visit www.securitashealthcare.com
Position SummaryTier I Support Engineer will provide basic technical support to customers via phone, email, CRM system and occasionally onsite. Possess a basic understanding of the organization's products and services. Candidate will work within a tiered technical support structure and be able to effectively communicate with team members. You will need to be self-motivated, organized and self-driven to learn as well as able to communicate with your team in person and remotely. In your daily duties, you will be first line communicating with customers, open tickets as needed, discuss upgrades and escalate cases to higher tiers.
This position is required to be onsite at our Lincoln, NE or Wilmington, DE office 3 days a week.Essential Job FunctionsProvide technical support for Securitas Healthcare productsFunction as the primary customer contact for customer issues through telephone and web based technical support for all Securitas Healthcare productsMaintain or have access to working lab which you will actively work on, recreate customer issues, test and provide feedbackCollect pertinent data and escalate customer issues to higher tiersParticipate in on-call rotation for afterhours over-the-phone customer technical supportAcquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate and complete solutions.Adhere to organizational goalsOccasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.Other duties as assignedRequired Qualifications:Associates Degree or accredited certification in computer science or network communication and/or the equivalent education and experience in a technical setting2+ years of experience in a technical support center/customer service environment or customer facing role experience in fast paced environmentRequired Qualifications:Good analytical and troubleshooting skills along with the ability to think logicallyStrong communications skills in English, technically and empathetically. Must be able to give and receive complex directions by phone.Must be a self-motivated, self-starterAble to work in a team environmentAbility to work in a fast-paced, multi-task & high-intensity work environment and deescalate tense situationsBasic knowledge of Cisco, Microsoft, Linux, Virtual environments and load balancers, certificates are a plusIntermediate computer knowledge preferredBasic wired/wireless network knowledge is requiredBasic knowledge of leading wireless vendors (Cisco LWAPP, Aruba, Meru, etc.) is a big plusExcellent communication and customer skillsWe 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.
Position SummaryTier I Support Engineer will provide basic technical support to customers via phone, email, CRM system and occasionally onsite. Possess a basic understanding of the organization's products and services. Candidate will work within a tiered technical support structure and be able to effectively communicate with team members. You will need to be self-motivated, organized and self-driven to learn as well as able to communicate with your team in person and remotely. In your daily duties, you will be first line communicating with customers, open tickets as needed, discuss upgrades and escalate cases to higher tiers.
This position is required to be onsite at our Lincoln, NE or Wilmington, DE office 3 days a week.Essential Job FunctionsProvide technical support for Securitas Healthcare productsFunction as the primary customer contact for customer issues through telephone and web based technical support for all Securitas Healthcare productsMaintain or have access to working lab which you will actively work on, recreate customer issues, test and provide feedbackCollect pertinent data and escalate customer issues to higher tiersParticipate in on-call rotation for afterhours over-the-phone customer technical supportAcquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate and complete solutions.Adhere to organizational goalsOccasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.Other duties as assignedRequired Qualifications:Associates Degree or accredited certification in computer science or network communication and/or the equivalent education and experience in a technical setting2+ years of experience in a technical support center/customer service environment or customer facing role experience in fast paced environmentRequired Qualifications:Good analytical and troubleshooting skills along with the ability to think logicallyStrong communications skills in English, technically and empathetically. Must be able to give and receive complex directions by phone.Must be a self-motivated, self-starterAble to work in a team environmentAbility to work in a fast-paced, multi-task & high-intensity work environment and deescalate tense situationsBasic knowledge of Cisco, Microsoft, Linux, Virtual environments and load balancers, certificates are a plusIntermediate computer knowledge preferredBasic wired/wireless network knowledge is requiredBasic knowledge of leading wireless vendors (Cisco LWAPP, Aruba, Meru, etc.) is a big plusExcellent communication and customer skillsWe 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.