Technical Support Engineer - *2 Openings*
Start: ASAP
Location: Pittsford, NY - work is onsite so all candidates MUST be local
Contract Length: 8 months, possible to extend
Pay: $25.00 - $30.00 per hour (depending on experience)
Responsibilities:
• Respond to technical issues surrounding a combination of OnGuard, Netbox, and Elements Ecosystems, primarily by telephone, then e-mail and web or from other team members
• Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
• Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
• Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
• Work directly with other technical support staff, quality assurance, senior technical support engineers, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
• Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
• Assist with 'support verification' projects providing a UAT smoke test of upcoming releases and/or hot fixes
• Contribute content to our growing knowledge base.
• Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods
Required Qualifications:
• High School Diploma or GED
• 2+ years' experience in customer service or technical help desk
• 1+ years' experience with resolving complex technical issues through research, log analysis, issue reproduction, or advanced troubleshooting
Preferred Qualifications:
• Associate degree in computer science, IT, electronics, or equivalent experience with supporting software-based products or Access Control systems.
• Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA
• Understanding of basic AC and DC circuitry and electronics
• Advanced Knowledge of SQL database engines
• Advanced experience in Access Control, Video, Intrusion, and related technologies
• Excellent listening, verbal, and written communication skills
• Professional telephone manner and outstanding customer service skills
• Ability to multitask and work independently
• Detail oriented to effectively resolve technical customer issues
• Enthusiastic, self-motivated and demonstrate excellent problem solving and decision-making skills
• Ability to meet tight deadlines and adapt to change
• Excellent interpersonal skills, ability to work well with customers, peers, team leads, management, and other departments.
• Experience working with currently supported Linux operating systems
• Experience with virtualization technology (VirtualBox)
• Knowledge of TCP/IP, DNS (Domain Name System), SSL (Secure Sockets Layer) and other networking concepts.
• Understanding of Access Control components such as electrified locks, door contacts, card readers
• Previous technical support experience
• Proficiency in Salesforce
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