Technical Support Analyst (Hybrid)

Key Responsibilities

• Analyze, troubleshoot, and resolve hardware, cloud software, mobile applications, and network issues for Avigilon Alta platforms
• Replicate customer environments in our technical labs and analyze system logs to diagnose complex physical security integration issues
• Observe and analyze system performance metrics to proactively identify resolution paths for cloud video and access control systems
• Collaborate with senior escalation engineers and product development teams to resolve advanced customer inquiries across multiple channels
• Contribute to our active Knowledge-Centered Service (KCS) by creating, editing, and publishing comprehensive technical knowledge base articles
• Provide real-time technical guidance and phone support to installation partners to help ensure successful on-site hardware deployments

Job Requirements

• Technical Expertise: Network Troubleshooting to resolve IP routing, DNS configuration, and firewall communication issues; Multi-OS Support to troubleshoot enterprise applications in Windows, Mac, or Linux environments; Technical Certifications such as CompTIA A+, Network+, or CCNA
• Professional Experience: Multi-Channel Delivery to manage and resolve customer inquiries via phone, email, tickets, and chat systems; Case Management to thoroughly document diagnostic steps and resolve cases within CRM ticketing platforms; English Proficiency to deliver clear, professional technical explanations to partners and customers

Preferred Qualifications

• Experience with IP-based video management systems or cloud access control systems
• Knowledge of Windows Server administration
• Practical familiarity with physical low-voltage wiring, relay connections, or peripheral door hardware