Technical Customer Support Engineer - Fast Hire

What you’ll be doing:

• Assist with the resolution of all support calls, with particular focus on creating positive and consistent customer experiences for our global customers.
• Ensure that all technical support requests are dealt with and documented in a professional manner and with the high level of technical expertise expected.
• Ensure that support requests are logged in the companies CRM system and all emails and phone calls are responded to in a timely fashion and in accordance with the relevant Technical Support procedure.
• Build and actively manage relationships with our Channel Partners to establish a high level of confidence and team spirit between the Security Technical Support team and its customers.
• Take an active role in the documentation of technical information that is of value to our customers, evolving the Security Knowledgebase into a world-class knowledge center for our team members, Channel Partners and our End Users.
• Analytical breakdown of issues and identify root cause of the problem. Providing suitable solutions/workarounds while assisting in developing a permanent solution.
• Establish and maintain an open and honest working relationship with all members of the R&D team and to assist in the resolution of technical issues
• Work with relevant Product Testing personnel to ensure that operational considerations are taken into account during the testing phase of problem resolution.
• When needed, assist with the configuration and general maintenance of both hardware and software on the security management systems.
• Testing for both correct functionality and fit for purpose operability of new and existing features
• To assist our in-market teams worldwide with technical assistance on an ‘as required’ basis. This may involve providing assistance on site.

Qualifications and / or Experience:

• Formal IT based qualifications
• Superior proficiency in the English language
• Prior experience in an IT or Electronic Security related industry
• Prior experience in a helpdesk-based support environment
• Technical experience as a software support or software engineer and/or technical experience working as a security systems integrator.
• Technical experience working in professional services, as a technician, or field engineer within the security, information systems, or related industries.
• Eligible to work in the United States

Skills / Competencies:

• Ability to effectively troubleshoot technical issues/faults.
• Experience supporting IIS, Microsoft Operating Systems, MSSQL Databases and Client Server based applications.
• Excellent knowledge of Ethernet Networks, switching and routing concepts, and TCP/IP protocols.
• Working knowledge of Active Directory and LDAP Effective planning/organizing skills.
• Shows awareness of goals and standards.
• Follows through to ensure that quality and productivity standards are met.
• Influences, convinces or impresses others in a way that results in acceptance, agreement or behavior change.
• Has specialist knowledge that can be applied effectively.
• Understands technical or professional aspects of work and continually maintains technical knowledge.
• Effective problem-solving skills.
• Able to makes systematic and rational judgements based on relevant information. Effective oral and written communication skills in English.
• Can speak clearly, fluently and in a compelling manner to both individuals and groups. Writes in a clear and concise manner, using appropriate grammar, style and language for the reader.
• Commercial awareness.
• Understands and applies commercial and financial principles.
• Views issues in terms of costs, profits, markets and added value.
• Working knowledge of VMWare / vSphere or other Virtual Environments

Knowledge/Skills/Abilities Desirable:
 Working knowledge of Physical Access Control Systems (PACS), security management system
architecture and design, cabling, networks, and related peripheral devices such as locks, power
supplies, and sensors.
 Preferred experience with Access Control and Perimeter Security Systems, SoftwareHouse, Lenel, AMAG, Hirsch, or other Enterprise security management systems.
 Superior proficiency with verbal and written Spanish and/or French languages.
 Experience installing, configuring, and maintaining security systems, access control, intrusion, detection, and other low voltage systems, fiber optics, voice and data cabling.
 Working knowledge of APIs and web services.
 Working knowledge of PKI, FIPS-201, PIV, FICAM, FISMA and NIST RMF.
 Familiarity with basic electrical principles and electronic hardware and firmware.

Professional Certifications Preferred:
 Microsoft Certifications
 Certified System Engineer ICAM PACS (CSEIP)
 CompTIA A+
 Network+
 IT Help Desk Professional