Vector Security logo
Vector Security

Intelligent security tailored for your needs. Offering home and business security solutions for more than 50 years.

Senior Technical Services Representative

GeneralGeneralFull TimeRemoteSeniorTeam 1,001-5,000Since 1970H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

6 days ago

Salary

$48.6K - $77.8K / year

Seniority

Senior

No structured requirement data.

Job Description

Senior Technical Services Representative

Vector Security

Role Description As a Senior Technical Services Representative, and under general supervision and aided by internal and manufacturer knowledge bases, you will provide timely and accurate support via phone, email, or workflow applications to both internal and external personnel. You will identify and provide solutions/tips to resolve advanced technology issues, document items for record, and provide next steps for support resolution. Train end users in the proper use of their systems as needed. What You'll Do: - Technical Support: - Provide intermediary technical support via phone, email, or workflow application to support onsite personnel completing installation and service requests. - Utilize established company guidelines and procedures, provide intermediary technical support for the installation and maintenance of equipment. - Setup of customer configurations; validate work completed via vendor applications. - Hardware Repair: - Complete hardware repair and programming for pc-based systems. - Utilize customer specifications to program hardware for service and installations. - Maintain general PC repair knowledge to include PC component replacements and software reimages. - Communication & Resolution: - Communicate and initiate next steps to complete requests. - 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. - Create & Maintain Database: - Create, update and maintain department resources and customer databases. - Properly maintain as-builds and all system documentation. - 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. Qualifications - Associate's Degree or Equivalent Experience. - 3+ years of helpdesk support experience - Preferred. - 1-Year: Low Voltage, Security & Surveillance Industry Experience - Preferred. - NICET Level I - Preferred. - Intermediate networking and hardware experience - Preferred. - CompTIA A+, Network+ - Preferred. - Experience with Microsoft Dynamics is preferred as work is flowed through this system. - Must be proficient with Microsoft programs and have extensive knowledge of both Microsoft and Unix/Linux operating systems. - Must have strong organizational skills to document support and maintain department resources. - Must be able to intelligently communicate (verbal and written) to internal and external Customers and Management. - Must be able to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues. Benefits - Competitive compensation with incentive eligibility. - Medical, dental and vision coverage. - Company paid life and AD&D insurance. - Company paid short- and long-term disability. - Voluntary benefit products. - 401k retirement savings plan. - Flexible Spending Account. - Paid time off. - Tuition reimbursement. - Employee Assistance Program (EAP). Company Description We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time. Our Values: - Win as a team. - Do the right thing. - Make a difference every day. - Get it done. - Think big.

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