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Tier II Support Specialist - Commercial Security Systems
Tech Systems, Inc. —Remote
- Weekends as needed
- Remote
- Computer science
- Clean driving record
- Microsoft Excel
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IT Support Specialist II
THE VILLAGE NETWORK —Columbus, OH
Associate or bachelor’s degree in an information technology related field. Provides technical support and guidance to end users, resolving issues in…

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Tier II Support Specialist - Commercial Security Systems

Tech Systems, Inc. -
Remote

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Job Details

Qualifications

Writing skills
Equipment troubleshooting
Managing clients in a customer support role
Driver's License
Computer hardware
Hardware support
Desktop applications
Vendor communication
Customer support
Physical security system troubleshooting
Hardware diagnostics
Ticketing system technical support

Full Job Description

Job Description
JOB TITLE: Tier II Support Specialist
HOME DEPARTMENT: Corporate/Support Center
REPORTS TO: Support Center Director

GENERAL DESCRIPTION
The Tier II Support Center Specialist is the first point of contact for customers experiencing technical issues. In addition to providing troubleshooting for software, hardware and network problems, this role includes dispatching responsibilities – coordinating and assigning support tickets to appropriate technical teams or field technicians based on issue type, priority and/or location.

POSITION RESPONSIBILITIES AND EXPECTATIONS

Shift work may be required, including nights, weekends, and holidays.
Respond to customer inquiries via phone or email in a timely and professional manner.
Provide ongoing software and hardware support for client systems, including but not limited to Access Control, Video Surveillance, Intrusion Alarm Systems, and Infant Protection Systems.
Triage reported issues with a goal of remote resolution. Issues that cannot be resolved via Tier II can be escalated or dispatched if remote resolution is not likely.
Log all support interactions in the ticketing system. Maintain accurate records of all work performed, materials used, communications and issue resolution or next steps.
Follow scripts and standard operating procedures to resolve known issues.
Escalate unresolved or complex problems to Professional Services.
Dispatch field support teams as appropriate.
Other duties as assigned by leadership.

MINIMUM QUALIFICATIONS
A. EDUCATION

BS Degree in Information Technology, Computer Science, or equivalent preferred.
Electronic Security Certifications: Certifications in three or more TSi Supported Access Control, Video Surveillance, Intrusion, Hugs, and any other Electronic Security Systems preferred. Including but not limited to Lenel, Genetec, Avigilon, Software House, Exacq, or Milestone.
IT Certifications: Networking, Microsoft, CompTIA, etc. are a plus.

B. EXPERIENCE

3-5 years working knowledge in commercial Access Control, Intrusion Detection, Video Surveillance, and/or Infant Protection Systems.
Software and hardware troubleshooting experience with some of the following manufacturers: AMAG, Software House, S2 Access Control, ExacqVision, Milestone, AXIS cameras, Honeywell and DSC alarm systems, Hugs, etc.
1-3 years’ experience in a customer support/helpdesk role.
Experience with ticketing systems like Zendesk, Freshdesk or others. ServiceNow experience is a plus.
Previous dispatch experience a plus.

C. KNOWLEDGE, SKILLS, & COMPETENCY

Excellent computer skills, including, but not limited to, in-depth knowledge of Microsoft based products (such as MS Word, Excel, MS Office Suite, and Outlook) and the Internet.
Ability to troubleshoot hardware and software problems on Access Control, Video Surveillance, Infant Protection and/or Intrusion alarm Systems equipment
Strong interpersonal skills, including a sense of urgency when attending to customer needs and while interacting with Tech Systems staff and vendors.
Excellent customer service skills, including a sense of urgency when attending to internal needs.
Must be detail-oriented and have excellent organizational skills.
Ability to work well independently and as part of a team.
Excellent communication skills, including, but not limited to, the ability to effectively communicate both verbally and in writing.
Strong time management skills, including ability to meet deadlines.
Experience with creating, updating and resolving service requests in a service management system.

D. DRIVER’S LICENSE

Must have a valid driver’s license.
Must have clean driving record, satisfactory to Tech Systems’ automobile insurance carrier.

E. PHYSICAL DEMANDS AND WORKING CONDITIONS

Job duties are performed remotely in an in-home office setting. Shiftwork may be required for 24/7 coverage.

TECH SYSTEMS IS AN EQUAL OPPORTUNITY EMPLOYER

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Tier II Support Specialist - Commercial Security Systems

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