Sr. Technical Services Rep

About the role

At Vector Security, we think big, do the right thing, and make a difference every day. If this aligns with your values, we invite you to join our team as a Senior Technical Services Representative. We offer great benefits, a competitive salary, and growth opportunities.

Responsibilities

• Provide intermediary technical support via phone, email, or workflow application to support onsite personnel completing installation and service requests.
• Utilize established company guidelines and procedures, provide intermediary technical support for the installation and maintenance of equipment.
• Setup of customer configurations; validate work completed via vendor applications.
• Complete hardware repair and programming for pc-based systems.
• Utilize customer specifications program hardware for service and installations.
• Maintain general PC repair knowledge to include pc component replacements and software reimages.
• Communicate and initiate next steps to complete requests.
• Properly escalate unresolved issues to appropriate internal teams.
• Utilize established customer procedures and deductive reasoning skills.
• Identify and submit necessary requests for next steps to resolve or forward to the appropriate team for additional troubleshooting.
• Create & Maintain Database:
• Create, update and maintain department resources and customer databases.
• Properly maintain as-builds and all system documentation.
• Assist with the gathering and upkeep of department resources such as customer equipment profiles, configuration databases, knowledge articles, and remote connection utilities.
• Gather information and document based on support being performed.

Requirements

• Associate's Degree or Equivalent Experience.
• 3-Years: Help Desk Experience.
• 1-Year: Low Voltage, Security & Surveillance Industry Experience.
• NICET Level I - Preferred.
• Network Knowledge: Intermediate networking and hardware experience - Preferred.
• CompTIA A+, Network+ - Preferred.
• Microsoft Dynamics Experience: Experience with Microsoft Dynamics is preferred as work is flowed through this system.
• Computer Literacy: Must be proficient with Microsoft programs and have extensive knowledge of both Microsoft and Unix/Linux operation systems.
• Organization Skills: Must have strong organizational skills to document support and maintain department resources.
• Communication & Interpersonal Skills: Must be able to intelligently communicate (verbal and written) to internal and external Customers and Management.
• Deductive Reasoning Skills: Must be able to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues.

Qualifications

• Must be able to pass a background check.
• Must be able to pass a drug test.

Skills

• Technical Support
• Hardware Repair
• Communication & Resolution
• Database Management
• Networking & Hardware Experience
• Customer Service
• Problem Solving
• Organizational Skills
• Interpersonal Skills
• Deductive Reasoning

Benefits

We offer a “Total Rewards” package including: Competitive compensation with incentive eligibility, Medical, dental and vision coverage, Company paid life and AD&D insurance, Company paid short- and long-term disability, Voluntary benefit products, 401k retirement savings plan, Flexible Spending Account, Paid time off, Tuition reimbursement, Employee Assistance Program (EAP).

Pay

Competitive compensation with incentive eligibility.

Schedule

Flexible schedule to accommodate the needs of the position and the customer base.