Technical Support Specialist - Tier II; Video in Santa Ana

Job Summary

Hirsch's Technical Services Team delivers physical access, video and credential solutions to our customers. As an integral member of Hirsch’s Technical Services team, the Velocity Vision Technical Support Specialist Level II works alongside other Technical Services team members, Sales Engineers, Software Engineers, Technicians and Product Managers.

The Technical Support Specialist must be able to manage hot issues and will be the point of contact for routine to advanced technical support of Hirsch’s product technologies. The Technical Services Support Specialist will professionally be ready to communicate at any time to all parties involved via email, phone and electronic media.

• Receive inbound customer technical support calls via a phone and email queue; utilize trouble ticket application and databases to manage and resolve the customer issues.
• Accurately and thoroughly document cases including problem, corrective actions and solutions.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
• Escalate issues to Support Level III as needed.
• Connect / configure hardware, i.e., mix and match analog, IP, megapixel and PTZ cameras.
• Install and configure network hardware to include switches, routers, cabling, servers, and wireless devices.
• Configure Video Management System (VMS), NVR, Hybrid Video Recorders (HVR), CCTV and Access Control.
• Manage data backups and archives.
• Act as a Trusted Advisor to customers.

• 3+ years installing/servicing Video Management Systems (VMS) or NVRs.
• IP Video and IT Experience.
• Experience with Video Analytics.
• Experience with Video Storage.
• Store and retrieve video data from VMS servers, NVRs/HVRs and NAS/SAN storage.
• Manage video archives and backups.
• Ability to diagnose problems.
• Ability to actively participate in team support by proposing and implementing solutions.
• Exceptional customer service, overall communication and technical writing skills.
• Ability to communicate and work with other internal departments.
• Ability to work independently with minimal management supervision and as part of a team.
• Demonstrated aptitude for providing exceptional customer service in politically charged environments.
• Basic video product knowledge.
• Entry‑level networking concepts.
• Basic knowledge of domains, servers, clients.
• Experience with virtualization technology, including VMware or Microsoft Virtual Server.
• Basic product knowledge and understanding of operating systems.

• Competitive Base Pay
• Fidelity 401(k) + Company Match
• 11 Company Paid Holidays
• Generous Paid Time Off
• Medical, Dental, & Vision Insurance
• FSA/HSA
• Fun Employee and Family Events
• Employee Wellness Program
• Supplemental Life Insurance, AD&D Insurance, and Dependent Care plans
• A range of discounted products and free services

Hirsch is an equal‑opportunity employer and is committed to providing equal employment opportunities to all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, skills, and experience relevant to the position. Hirsch does not tolerate discrimination or harassment and is committed to maintaining a workplace free from such behavior.

If you require any reasonable accommodation, please inform our HR department, and we will make every effort to accommodate your needs.