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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: 

• Performs remote troubleshooting of hardware and software, and component   replacement, installation, and repair. 

• Provides intermediate to advanced product education to customers and staff. 

• Tests and debugs software and hardware updates. 

• Performs Quality Control (QC) on factory shipments. 

• Installs and configures computer hardware operating systems and applications. 

• 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. 

• Troubleshoots system and network problems and diagnoses and solves hardware or software faults. 

• Provides procedural documentation and relevant reports. 

• Interacts with overseas team when necessary to establish further support for more advanced troubleshooting. 

• Learns updated information and skills relevant to role as new products and technology progresses.  

• Follows diagrams and written instructions to repair a fault or set up a system. 

• Responds quickly to customer support calls and emails. 

• Performs other duties as assigned by management. 

 

Qualifications: 

• Associate's degree (A.A.), technical school or equivalent, one to three years related experience, or equivalent combination of education and experience. 

• Excellent verbal and written communication skills. 

• Customer service experience 

• Computer savvy 

• Commitment to excellence and high standards. 

• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow. 

• Strong interpersonal skills. 

• Basic understanding of Hand tools (ex. screwdrivers, plyers, drills, ect.) 

• Ability to understand and follow written and verbal instructions 

• Ability to deal effectively with a diversity of individuals at all organizational levels. 

• Basic understanding of I.P. systems and network fundamentals.  

• Good judgement with the ability to make timely and sound decisions 

• Ability to adapt to clients’ needs within a troubleshooting scenario. 

• Creative, flexible, and innovative team player 

• Ability to work independently or as a team player 

• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.