TECHNICAL SUPPORT SPECIALIST

This position is in Austin, TX; however, a remote position will be considered for the right candidate.

Responsibilities

• Provide in-depth technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis, and resolution of complex technical issues (configuration, installation, environmental and application functionality, and other potential causes).
• Capture and track customer issues, maintaining ownership of technical issues through closure.
• Manage issue resolution against identified service level goals.
• Handle routing and escalation of technical issues, including deeper investigation of complex technical issues and resolution of customer requests.
• Perform Microsoft SQL database administration, including merging/convert SQL databases.
• Assist with providing support documentation and proactively supply technical communications to customers.
• Capture knowledge of technical issue resolutions for reuse.
• Support Windows server, network, and computing infrastructure, including housekeeping tasks and daily checks for multi-domain networks.
• Ensure ongoing compliance with agreed standard IT solutions and related security practices.
• Test and evaluate new software builds and integrated components.
• Demonstrate comprehensive knowledge of networking and commissioning (setup, testing, diagnosing issues, VPNs, firewalls, etc.).
• Support access control systems, including Mercury hardware, various video platforms, intrusion systems, and locking hardware.
• Support special project needs as requested.
• Willingness to travel when/as needed (approximately 10%).

Requirements

• 5+ years of business experience with a demonstrated, successful track record of supporting access control software.
• 3+ years of experience troubleshooting software products.
• 10+ years of experience in customer service.
• 10+ years of electronic security field experience, including working with dealers, system users, and integration partners.
• Firm understanding of PC hardware and operating software.
• Experience with cyber security and cloud computing software is a plus.
• Strong organizational skills.
• Highly proficient with all Microsoft Office applications.
• Strong communication skills, both verbal and written.
• Active security clearance or ability to obtain one.

Benefits

• Semi-Annual Bonus Plan
• 401K, up to 4% company match
• Company-subsidized medical
• Company-paid dental
• Company-paid vision
• Company-paid long- and short-term disability