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 a US Citizen.
• Must be able to pass a background check.

Skills

• Technical Support.
• Hardware Repair.
• Communication & Resolution.
• Database Maintenance.
• Customer Service.
• Problem Solving.

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

Remote - US/USA