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Job Description
- Provide Tier 1 support to end users.
- Provide troubleshooting and technical support via phone, web based tools, email and site visit.
- Advise customers regarding the product's proper use and address specific user issues.
- During problem escalations, act as a liaison between customers and Technical support team.
Job Requirements
- 3+ years of Physical Security systems or Networking experience in a technical support.
- Bachelor of Engineering – Electronics and Communications Dept. or Computer Engineering Dept.
- Customer service and negotiation skills.
- Strong organization skills.
- Dynamic and initiative person.
- High level of facilitation skills including interactive/ communication skills
- Fluent knowledge of Arabic & English languages (written and spoken).
- Ability to Work under pressure.
Required Skills:
- Performs Service / Installation of various physical security related systems.
- Evaluates, diagnoses, troubleshoot, test & commission security systems and perform repairs as necessary.
- Installing and servicing integrated security and access/video systems.
- Intensive Experience in Evaluates, diagnoses, troubleshoot, test & commission IP cameras and/or NVRs
- Intensive Experience in Evaluates, diagnoses, troubleshoot, test & commission Access Control Systems.
- Attend meetings, workshops, training, and seminars for the purpose of conveying and/or gathering information required to perform job functions.
- Search and identify related key customers for security system, and prepare visit plan.
- Communicate with end-users / clients to upgrade, addition or change security system according to latest technologies.
- Ability to learn fast for the latest technology.
- 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.
- Strong written and verbal communication skills.
- 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
- Excellent communication (Oral/Written) / interpersonal skills
- Ability to travel as needed.
Desired Skills:
- Experience in performing POC to the customers is a Must.
- Experience in CCTV – Pelco / Samsung
- Experience in VMS (Milestone, Video expert, SSM)
- Experience in Access Control Systems ( HID, Wisenet, RBH )
- CCNA certification (preferred)