Sr. Technical Services Rep

Locations

VSN Gainesville VA Office
13555 Wellington Center Cir
Gainesville, VA 20155, USA

At Vector Security We Think Big, Do the Right Thing, and Make a Difference Every Day! If this is how you like to work, we’d like to invite you to join our team as our new Senior Technical Services Representative!

We offer great benefits, a competitive salary, and growth opportunities. We think you’ll find what you want here because what we do matters - to us, our customers, and most of all, our team members.

Summary:

As a Senior Technical Services Representative, and under general supervision and aided by internal and manufacturer knowledge bases, an intermediary understanding of security industry technology hardware and software to include but not limited to access, burg, fire, and video. The Senior Technical Services Representative will provide timely and accurate support via phone, email, or workflow applications to both internal and external personnel.

Identify and provide solutions/tips to resolve advanced technology issues, document items for record, and provide next steps for support resolution. Train end users in the proper use of their systems as needed.

What You'll Do:

• Technical Support:
  • Provide intermediary technical support via phone, email, or workflow application to support onsite personnel completing installation and service requests.
  • Utilize established company guidelines and procedures, provide intermediary technical support for the installation and maintenance of equipment.
  • Setup of customer configurations; validate work completed via vendor applications.
• Hardware Repair:
  • Complete hardware repair and programming for pc-based systems.
  • Utilize customer specifications program hardware for service and installations.
  • Maintain general PC repair knowledge to include pc component replacements and software reimages.
• Communicate and initiate next steps to complete requests.
• Properly escalated unresolved issues to appropriate internal teams.
• Utilize established customer procedures and deductive reasoning skills.
• Identify and submit necessary requests for next steps to resolve or forward to the appropriate team for additional troubleshooting.
  • This includes gathering necessary information for customer approvals, equipment repairs, and product returns.
• Create & Maintain Database:
  • Create, update and maintain department resources and customer databases.
  • Properly maintain as-builds and all system documentation.
  • Assist with the gathering and upkeep of department resources such as customer equipment profiles, configuration databases, knowledge articles, and remote connection utilities.
  • Gather information and document based on support being performed.

What You'll Need:

• Associate's Degree or Equivalent Experience.
• 3-Years:
  Help Desk
  
  Experience:
  
  
  • 3+ years of helpdesk support experience
    - Preferred.
• 1-Year:
  Low Voltage, Security & Surveillance Industry
  
  Experience:
  
  
  • Experience with utilizing or troubleshooting physical security hardware is
    - Preferred.
  • NICET Level I
    - Preferred.
• Network Knowledge:
  • Intermediate networking and hardware experience
    - Preferred.
  • CompTIA A+, Network+ - Preferred.
• Microsoft Dynamics
  
  Experience:
  
  
  • Experience with Microsoft Dynamics is preferred as work is flowed through this system.
• Computer Literacy:
  • Must be proficient with Microsoft programs and have extensive knowledge of both Microsoft and Unix/Linux operation systems.
• Organization
  
  Skills:
  
  
  • Must have strong organizational skills to document support and maintain department resources.
• Communication & Interpersonal
  
  Skills:
  
  
  • Must be able to intelligently communicate (verbal and written) to internal and external Customers and Management.
• Deductive Reasoning
  
  Skills:
  
  
  • Must be able to listen, understand, breakdown information being provided, and provide accurate direction on what is needed to resolve technical issues.

What You'll Get:

We offer a “Total Rewards” package including:

• Competitive compensation with incentive eligibility
• Medical, dental and vision coverage
• Company paid life and AD&D insurance.
• Company paid short- and long-term disability.
• Voluntary benefit products
• 401k retirement savings plan
• Flexible Spending Account
• Paid time off
• Employee Assistance Program (EAP)

About Us:

We are one…