Technical Support Engineer

About the position

Securitas Healthcare, part of Securitas, empowers caregivers to deliver connected, productive and safe care. Its innovative portfolio of healthcare solutions helps over 15,000 hospitals, clinics and senior living organizations worldwide protect people, use assets efficiently and understand their operations for a caring and healing environment. The Tier I Support Engineer will provide basic technical support to customers via phone, email, CRM system and occasionally onsite. The candidate will work within a tiered technical support structure and be able to effectively communicate with team members. 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