Technical Support Engineer

About the position

Tier I Support Engineer will provide basic technical support to customers via phone, email, CRM system and occasionally onsite. Possess a basic understanding of the organization's products and services. Candidate will work within a tiered technical support structure and be able to effectively communicate with team members. You will need to be self-motivated, organized and self-driven to learn as well as able to communicate with your team in person and remotely. In your daily duties, you will be first line communicating with customers, open tickets as needed, discuss upgrades and escalate cases to higher tiers. This position is required to be onsite at our Lincoln, NE or Wilmington, DE office 3 days a week.

Responsibilities

• Provide technical support for Securitas Healthcare products
• Function as the primary customer contact for customer issues through telephone and web based technical support for all Securitas Healthcare products
• Maintain or have access to working lab which you will actively work on, recreate customer issues, test and provide feedback
• Collect pertinent data and escalate customer issues to higher tiers
• Participate in on-call rotation for afterhours over-the-phone customer technical support
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate and complete solutions.
• Adhere to organizational goals
• Occasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.
• Other duties as assigned

Requirements

• Associates Degree or accredited certification in computer science or network communication and/or the equivalent education and experience in a technical setting
• 2+ years of experience in a technical support center/customer service environment or customer facing role experience in fast paced environment
• Good analytical and troubleshooting skills along with the ability to think logically
• Strong communications skills in English, technically and empathetically. Must be able to give and receive complex directions by phone.
• Must be a self-motivated, self-starter
• Able to work in a team environment
• Ability to work in a fast-paced, multi-task & high-intensity work environment and deescalate tense situations
• Basic knowledge of Cisco, Microsoft, Linux, Virtual environments and load balancers, certificates are a plus
• Intermediate computer knowledge preferred
• Basic wired/wireless network knowledge is required
• Basic knowledge of leading wireless vendors (Cisco LWAPP, Aruba, Meru, etc.) is a big plus
• Excellent communication and customer skills