Securitas Technology
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Technical Support Engineer
role at
Securitas Technology .
Overview The Tier I Support Engineer will provide advanced technical support to customers via phone, email, Salesforce.com and/or onsite. This may include installing software, diagnosing network issues, installing upgrades and resolving issues. To ensure success as a Tier I Support Engineer, you should have knowledge of Securitas Healthcare solutions, high-level communication skills and the ability to work independently. Ultimately, a top-class Tier I Support Engineer provides valuable assistance and support while maintaining strong customer relations. This is a hybrid role, requiring in-person attendance at one of our Securitas locations in Lincoln, NE or Wilmington, DE for three days each week.
Essential Job Functions
Function as the primary customer contact for technical issues through telephone and web based technical support for all Securitas Healthcare products
Diagnosing and troubleshooting hardware, software, network and/or 3rd party equipment issues
Upgrading, configuring or reinstalling SecuritasHealthcare software applications
Re-create customer issues and testing customer configurations in-house for in-depth diagnosis
Collect pertinent data and escalate customer issues as required
Participate in on-call rotation for afterhours over-the-phone customer technical support
Acquire, 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 organization goals
Occasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.
Other duties as assigned
Required Qualifications
Bachelor’s Degree or accredited certification in [Computer Science, Information Technology or Electronics] and/or equivalent professional experience
Minimum 2–4 years of experience in a technical support center/customer service environment or customer facing role
Good analytical and troubleshooting skills along with the ability to think logically
Strong communications skills in English, technically and emphatically. Must be able to give and receive complex directions by phone
Critical thinker
Good interpersonal skills
Must be a self-motivated, self-starter
Able to work in a team environment and/or remote location
Ability to work in a fast-paced, multi-task & high-intensity work environment
Outside of the box thinker with great customer support skills. Must be able to effectively communicate with customers and team members as well as other internal teams
Intermediate knowledge in wireless vendors (Understand how the wireless environment is setup and be able to intelligently discuss it with customer IT team)
Working knowledge of Microsoft SQL is a big plus (Understand SQL structure, understand maintenance jobs, ability to run basic provided queries)
Experience in networking infrastructure and computer diagnostics
Experience with RF will be an advantage
Position Details
Position Title: Technical Support Engineer – Sr Living
Supervisor’s Title: Manager, Technical Support
Department Name: Technical Services Organization
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Security and Investigations
EEO Statement 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.
Reasonable accommodations will be made upon request to ensure qualified individuals with disabilities can perform the essential functions of this job.
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Technical Support Engineer
role at
Securitas Technology .
Overview The Tier I Support Engineer will provide advanced technical support to customers via phone, email, Salesforce.com and/or onsite. This may include installing software, diagnosing network issues, installing upgrades and resolving issues. To ensure success as a Tier I Support Engineer, you should have knowledge of Securitas Healthcare solutions, high-level communication skills and the ability to work independently. Ultimately, a top-class Tier I Support Engineer provides valuable assistance and support while maintaining strong customer relations. This is a hybrid role, requiring in-person attendance at one of our Securitas locations in Lincoln, NE or Wilmington, DE for three days each week.
Essential Job Functions
Function as the primary customer contact for technical issues through telephone and web based technical support for all Securitas Healthcare products
Diagnosing and troubleshooting hardware, software, network and/or 3rd party equipment issues
Upgrading, configuring or reinstalling SecuritasHealthcare software applications
Re-create customer issues and testing customer configurations in-house for in-depth diagnosis
Collect pertinent data and escalate customer issues as required
Participate in on-call rotation for afterhours over-the-phone customer technical support
Acquire, 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 organization goals
Occasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.
Other duties as assigned
Required Qualifications
Bachelor’s Degree or accredited certification in [Computer Science, Information Technology or Electronics] and/or equivalent professional experience
Minimum 2–4 years of experience in a technical support center/customer service environment or customer facing role
Good analytical and troubleshooting skills along with the ability to think logically
Strong communications skills in English, technically and emphatically. Must be able to give and receive complex directions by phone
Critical thinker
Good interpersonal skills
Must be a self-motivated, self-starter
Able to work in a team environment and/or remote location
Ability to work in a fast-paced, multi-task & high-intensity work environment
Outside of the box thinker with great customer support skills. Must be able to effectively communicate with customers and team members as well as other internal teams
Intermediate knowledge in wireless vendors (Understand how the wireless environment is setup and be able to intelligently discuss it with customer IT team)
Working knowledge of Microsoft SQL is a big plus (Understand SQL structure, understand maintenance jobs, ability to run basic provided queries)
Experience in networking infrastructure and computer diagnostics
Experience with RF will be an advantage
Position Details
Position Title: Technical Support Engineer – Sr Living
Supervisor’s Title: Manager, Technical Support
Department Name: Technical Services Organization
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Security and Investigations
EEO Statement 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.
Reasonable accommodations will be made upon request to ensure qualified individuals with disabilities can perform the essential functions of this job.
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