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Technical Support Engineer
Summary
The position is responsible for supporting our access control panels, biometric chip/hardware components, as well as various RFID readers and software’s. Primary support activities include responding to e-mail and inbound phone requests for assistance with installing, operating and trouble-shooting products.
Responsibilities:
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Performs remote troubleshooting of hardware and software, and component replacement, installation, and repair.
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Provides intermediate to advanced product education to customers and staff.
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Tests and debugs software and hardware updates.
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Performs Quality Control (QC) on factory shipments.
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Installs and configures computer hardware operating systems and applications.
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Talks staff or clients through a series of actions, face to face, over the telephone or via email to help set up systems or resolve issues.
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Troubleshoots system and network problems and diagnoses and solves hardware or software faults.
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Provides procedural documentation and relevant reports.
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Interacts with overseas team when necessary to establish further support for more advanced troubleshooting.
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Learns updated information and skills relevant to role as new products and technology progresses.
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Follows diagrams and written instructions to repair a fault or set up a system.
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Responds quickly to customer support calls and emails.
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Performs other duties as assigned by management.
Qualifications:
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Associate's degree (A.A.), technical school or equivalent, one to three years related experience, or equivalent combination of education and experience.
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Excellent verbal and written communication skills.
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Customer service experience
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Computer savvy
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Commitment to excellence and high standards.
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Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
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Strong interpersonal skills.
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Basic understanding of Hand tools (ex. screwdrivers, plyers, drills, ect.)
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Ability to understand and follow written and verbal instructions
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Ability to deal effectively with a diversity of individuals at all organizational levels.
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Basic understanding of I.P. systems and network fundamentals.
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Good judgement with the ability to make timely and sound decisions
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Ability to adapt to clients’ needs within a troubleshooting scenario.
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Creative, flexible, and innovative team player
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Ability to work independently or as a team player
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Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.