Tier 3 Technical Support Rep
Direct interface with customers by phone, email, or through our ticking software.
Assist customers with the remote access product, TeamViewer.
Maintain accurate data integrity by notating updates in Salesforce.
Learn and develop a working knowledge of ITech Digital's product lines and test potential products.
Act as a point of escalation to address internal customer requests.
Work with ITech Digital's partners to effectively diagnose and resolve support issues.
Write technical reports and whitepapers regarding findings from support case results.
Assist sales team with system design, estimation, and scope of work creation.
Perform other duties as assigned.
Qualifications and
Experience:
Troubleshooting knowledge of the various Windows operating system components.
Knowledge of networking principles and IP protocols.
Experience with networking equipment configuration and troubleshooting (switches, routers, etc.
).
Experience with Cloud technologies.
Experience working with IP and analog video systems.
Understanding of video streaming methodologies.
Clear understanding of TCP, IP and UDP protocol stack.
Experience with access control systems.
Experience with intrusion systems.
Proven technical training in software and/or IT verticals in fast-paced environments.
Experience:
3 years working with electronic security; specifically with video, access control, and intrusion systems.
Experience in commercial security applications a plus.
BS in Technology of Computer Science as plus.
Industry certifications a plus.
Key personal attributes:
Ability to uphold organizational values and ethics.
Excellent communication skills; written, verbal and listening.
Takes responsibility and accountability for the customer experience.
Analytical thinker with strong problem-solving skills; a 'go-getter with intellectual curiosity'.
Strong sense of urgency with a desire to constantly learn and evolve.
Self-motivated and driven; Loves to win a challenge.
Strong ability to collect data, analyze and synthesize information.
An open and honest team player.
Position Type and Expected Hours of Work:
This is a full-time, non-exempt position Compensation commensurate with experience PI227673948 Recommended Skills Access Controls Analytical Cloud Technologies Communication Curiosity Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
Assist customers with the remote access product, TeamViewer.
Maintain accurate data integrity by notating updates in Salesforce.
Learn and develop a working knowledge of ITech Digital's product lines and test potential products.
Act as a point of escalation to address internal customer requests.
Work with ITech Digital's partners to effectively diagnose and resolve support issues.
Write technical reports and whitepapers regarding findings from support case results.
Assist sales team with system design, estimation, and scope of work creation.
Perform other duties as assigned.
Qualifications and
Experience:
Troubleshooting knowledge of the various Windows operating system components.
Knowledge of networking principles and IP protocols.
Experience with networking equipment configuration and troubleshooting (switches, routers, etc.
).
Experience with Cloud technologies.
Experience working with IP and analog video systems.
Understanding of video streaming methodologies.
Clear understanding of TCP, IP and UDP protocol stack.
Experience with access control systems.
Experience with intrusion systems.
Proven technical training in software and/or IT verticals in fast-paced environments.
Experience:
3 years working with electronic security; specifically with video, access control, and intrusion systems.
Experience in commercial security applications a plus.
BS in Technology of Computer Science as plus.
Industry certifications a plus.
Key personal attributes:
Ability to uphold organizational values and ethics.
Excellent communication skills; written, verbal and listening.
Takes responsibility and accountability for the customer experience.
Analytical thinker with strong problem-solving skills; a 'go-getter with intellectual curiosity'.
Strong sense of urgency with a desire to constantly learn and evolve.
Self-motivated and driven; Loves to win a challenge.
Strong ability to collect data, analyze and synthesize information.
An open and honest team player.
Position Type and Expected Hours of Work:
This is a full-time, non-exempt position Compensation commensurate with experience PI227673948 Recommended Skills Access Controls Analytical Cloud Technologies Communication Curiosity Customer Experience Estimated Salary: $20 to $28 per hour based on qualifications.
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