Technical Services Engineer

At Axis Communications we believe in innovating for a smarter, safer world by providing cutting-edge security solutions globally. This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, MA headquarters after completing initial training and meeting desired KPIs. Employees may also choose to work full time in the office.

About the role

As a Technical Services Engineer - Tier II, you will troubleshoot and resolve configuration, network, and software issues for our IP network cameras, physical access control, and security solutions. You will utilize resources from peers, knowledgebase, and software development engineering teams to deliver world-class technical support.

Responsibilities

• Provide world-class technical support for partners and end customers via inbound telephone, online helpdesk, and live chat cases
• Manage a high work volume with time-bound constraints
• Analyze problems and identify solutions using databases of existing issues, debugging tools, and lab simulations
• Ensure escalations and handoffs are efficient by documenting cases clearly and completely
• Escalate and collaborate with Software and/or Hardware Engineering to resolve issues
• Develop subject matter expertise and train/mentor others
• Use troubleshooting skills to perform lab replications, research complex problems, and test engineering-provided fixes

Requirements

• Minimum 2 years’ experience in a call center-type environment with an excellent customer service background
• Knowledge of network routing and switching protocols
• Experience configuring PCs, installing various operating systems, and software applications
• Experience configuring switches, routers, and other network-related components
• Ability to resolve issues and troubleshoot in an unscripted manner
• Excellent communication and interpersonal skills
• Self-motivated and energetic with a positive approach to problem solving
• Strong attention to detail and time management skills; ability to handle multiple issues in an organized manner

Qualifications

Valued, but not required:

• Fundamental understanding of physical access control and security systems
• Experience with Salesforce Service Cloud CRM system or help desk applications
• CCTV/IP Camera installation/configuration experience
• Basic understanding of electricity concepts
• Professional degrees/certifications: CompTIA, Cisco, Microsoft, PSP, etc.
• Secondary language skill: Spanish, Portuguese, or French

Physical Demands and Travel

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
• Occasionally required to lift 20-25 lbs
• Expected travel time for this position is 10% (domestic and international)

Pay

• English only role: $36.06/hr ($75,000 annually)
• Bilingual (English with Portuguese/Spanish/French): $36.06/hr + $144/paycheck ($79,500 annually)

Schedule

11:30 a.m. to 8:00 p.m. shift

Benefits

• Employer-offered training and tuition reimbursement
• Comprehensive health, dental, vision, and fitness/wellness programs
• Paid parental leave and dependent care reimbursement account
• Generous vacation benefit plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after)
• 401(k) program with employer matching