Technical Support Specialist

Position: TECHNICAL SUPPORT SPECIALIST

Recona Sense has a phenomenal opportunity for a Technical Support Specialist. This position will work as part of a customer support team in supporting Recona Sense customers.

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

Preferred Experience & Skills

Provide in-depth technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis, and resolution of complex technical issues;
Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes

• Capture and track customer issues.
• Maintain ownership of technical issues through closure.
• Manage issue resolution against identified service level goals.

Routing and escalation of technical issues

Deeper investigation of complex technical issues and resolution of customer requests

Microsoft SQL database administration experience including the ability to merge/convert SQL databases

Assist with providing support documentation

Proactively supply technical communications to customers as available

Knowledge capture of technical issue resolutions for re-use

Support Windows server, network and computing infrastructure, multi-domain networks – housekeeping tasks and daily checks

Firm understanding of PC hardware and operating software

Ensure ongoing compliance with agreed standard IT solutions and related security practices

Experience with cyber security and cloud computing software is a plus

Testing/evaluating new software builds and integrated components

Comprehensive knowledge of networking and commissioning (setup, testing, diagnosing issues, VPNs, firewalls, etc.)

Preferred candidates will have strong access control experience with Mercury hardware, along with various video platforms, intrusion systems, and locking hardware

Support Special project needs as requested.

Willingness to travel when/as needed (maybe 10%)

Experience

5+ year business experience with a demonstrated, successful track record of supporting access control software

3+ years of experience troubleshooting Software products

10+ years experience in customer service

10+ years of electronic security field experience along with working with dealers, system users, and integration partners

Extra Requirements

Strong organizational skills

Highly proficient with all Microsoft Office

Strong communication skills, both verbal and written

Active security clearance or ability to obtain one

Benefits

• Salary – based on experience
• 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