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Job Description
- Manage & provide the technical support to the Tier-1 support team for daily requests received for paid visits and CM visits for the maintenance contracts
- Manage the products under maintenance with the OP Team until picked up from Service Center until deliver, install, configured and start up the system
- Responsible to perform the site survey required for SLA’s under study to provide the technical information required to contracts team
- Responsible to provide the technical support for support the Tier-1 support during the malfunction require second level of troubleshooting
- Responsible to provide the quarterly periodic PM visits schedule for every account assigned
- Responsible to manage & perform the DEMO requests cycle with OP Team
- Manage the technical training requests with the OP team required for Tier-1 Support
- Responsible to close the cycle of paid visit to facilitate the collection process
- Responsible communicate with the manufacturers and suppliers regarding the technical & technology topics
- Responsible to escalate the technical problems with the manufacturers to find out the resolution
- Responsible to provide the technical support for service center if require to close the problem
- Responsible to escalate reports regarding technical evaluation for the Tier-1 support.
Job Requirements
- Experience: 3+ years of Physical Security systems or Networking experience in a technical support or Installation.
- Education: Bachelor of Engineering – Electronics and Communications Dept. or Computer Engineering Dept.
- Desired Skills: Experience troubleshooting and correcting Jitter, Latency, and Packet loss across public or enterprise networks using network analysis tools.
- CCNA certification (preferred)
- Strong understanding of Ethernet, TCP/IP routing, Network packet analysis tools use and configuration.
- Strong technical and analytical skills.
- Solid hands on experience of Windows servers, Active Directory, Exchange Server, ISS, and Microsoft networking (DHCP and DNS)
- Solid experience in problem analysis and resolution of software problems.
- Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.
- Optimal installation configurations in a complex network environment.
- Strong written and verbal communication skills.
- Installing and servicing integrated security and access/video systems.
- Experience installing IP cameras and/or NVRs
- Understanding of and experience working with electrical circuits
- Must have the ability to establish rapport and motivate associates at all levels in an effective manner
- Must have ability to manage multiple tasks simultaneously
- Must possess strong computer skills and have the ability to effectively use Internet and Microsoft Office products including Outlook, Word, PowerPoint, and Excel.
- Self-motivated and desire to succeed
- Must have strong organizational skills
- Strong mechanical skills
- Experience installing and terminating CAT 5/6 and Fiber Optic cable
- Excellent communication (Oral/Written) / interpersonal skills
- Ability to travel as needed.
