Technical Services Representative

Vector Security and Vector Security Networks Career•Remote/Work from home, PA

1d•Remote

About The Position

As a Technical Services Representative , you will, under general supervision and aided by internal and manufacturer knowledge bases a broad understanding of all security industry technology hardware and software to include but no limited to access, burg, fire, and video. You will also provide timely and accurate support via phone, email, or workflow applications to both internal and external personnel. Identify and provide solutions/tips to resolve common/known technology issues, document items for record, and provide next steps for support resolution. Train end users in proper use of their systems as needed.

Requirements

High School Diploma or Equivalent.
1-Year: Help Desk Experience preferred.
Experience With Low-Voltage, Security and Surveillance Industry: Experience with utilizing or troubleshooting physical security hardware is preferred.
Network Knowledge: Basic networking and hardware experience preferred.
Microsoft Dynamics Experience: Microsoft Dynamics is preferred as work is flowed through this system.
Computer Literacy: Must be proficient with Microsoft programs.
Organization Skills: Must have strong organizational skills to document support and maintain department resources.
Communication & Interpersonal Skills: Must be able to intelligently communicate (verbal and written) to internal and external Customers and Management.
Deductive Reasoning Skills: Must be able to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues.

Nice To Haves

Familiarity with Microsoft and Unix/Linux operating system a plus.

Responsibilities

Technical Support: Review, process, and provide basic technical support for all inbound requests.
Create WOs based on technician need and outlined customer procedures.
Utilize established company guidelines and procedures, provide basic technical support for the installation and maintenance of equipment and setup of customer configurations.
Validate issues reported via vendor applications.
May include providing basic user support/training to customers.
Research Requests: Resolve support and research requests generated by internal teams or hardware monitoring within 24 hours of receipt.
Monitor and process support requests submitted via Microsoft Dynamics utilizing established company guidelines and procedures, vendor software, and knowledge bases.
May include connecting to equipment remotely and/or contacting customer site personnel to triage or validate requests.
Update & Maintain Department Resources: Assist with the gathering and upkeep of department resources such as customer equipment profiles, configuration databases, knowledge articles, and remote connection utilities.
Gather information and document based on support being performed.
Communiation & Resolution: Initiate next steps to complete requests to resolution.
Properly escalate unresolved issues to appropriate internal teams.
Utilize established customer procedures and deductive reasoning skills.
Identify and submit necessary requests for next steps to resolve or forward to the appropriate team for additional troubleshooting.
This includes gathering necessary information for customer approvals, equipment repairs, and product returns.
All Other Duties as Assigned.