Job
Description
Role Overview: As a Technical Support Engineer (Access Control) in the Services department, you will be responsible for providing high-quality technical support to customers and partners. Your role will involve troubleshooting, problem-solving, and ensuring timely resolutions related to access control systems and software. Your technical skills, communication abilities, and commitment to customer service will be key to succeeding in this role. Key Responsibilities: - Provide technical support through phone, email, and remote assistance for access control systems. - Diagnose and resolve technical issues concerning hardware, software, and network connectivity. - Assist customers with the installation, configuration, and maintenance of access control systems. - Document technical issues and their resolutions in the support database. - Collaborate with the product and engineering teams to address complex issues. - Educate customers on best practices and system functionalities. - Participate in on-call rotation for after-hours support as needed. - Stay updated on products and emerging technologies. - Troubleshoot UPS, IP CCTV hardware devices, and related VMS software. - Visit sites and resolve issues in case physical visits are required. Qualifications and Skills: - Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). - 2+ years of technical support experience, preferably in access control and LV security systems. - Proficiency in access control systems, UPS, IP CCTV hardware devices, and related VMS software. - Strong troubleshooting skills with networking protocols (TCP/IP, UDP) and hardware components. - Experience with software platforms like Windows, Linux, or embedded systems. - Excellent communication skills and customer service orientation. - Ability to work independently and efficiently manage multiple tasks. Role Overview: As a Technical Support Engineer (Access Control) in the Services department, you will be responsible for providing high-quality technical support to customers and partners. Your role will involve troubleshooting, problem-solving, and ensuring timely resolutions related to access control systems and software. Your technical skills, communication abilities, and commitment to customer service will be key to succeeding in this role. Key Responsibilities: - Provide technical support through phone, email, and remote assistance for access control systems. - Diagnose and resolve technical issues concerning hardware, software, and network connectivity. - Assist customers with the installation, configuration, and maintenance of access control systems. - Document technical issues and their resolutions in the support database. - Collaborate with the product and engineering teams to address complex issues. - Educate customers on best practices and system functionalities. - Participate in on-call rotation for after-hours support as needed. - Stay updated on products and emerging technologies. - Troubleshoot UPS, IP CCTV hardware devices, and related VMS software. - Visit sites and resolve issues in case physical visits are required. Qualifications and Skills: - Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). - 2+ years of technical support experience, preferably in access control and LV security systems. - Proficiency in access control systems, UPS, IP CCTV hardware devices, and related VMS software. - Strong troubleshooting skills with networking protocols (TCP/IP, UDP) and hardware components. - Experience with software platforms like Windows, Linux, or embedded systems. - Excellent communication skills and customer service orientation. - Ability to work independently and efficiently manage multiple tasks.
