- Respond to technical issues via telephone, email, web, or team collaboration.
- Interface directly with customers throughout the problem resolution process.
- Gather and document all required data and support cases in detail.
- Troubleshoot and resolve complex technical issues.
- Collaborate with technical support, quality assurance, and engineering teams.
- Manage your own schedule of cases, prioritize tasks, and provide timely updates to customers.
- Assist with support verification projects and contribute to the knowledge base.
- Be familiar with assigned Ecosystems, 3rd party integrations, and internal workflows.
- Maintain 90% attendance and log in at the start of your shift.
- Achieve a Multi Factor Authentication score greater than 8.5.
- Handle more than 80 calls per month.
- Assist teammates with issues when possible.
- Follow up on tickets within the same business day and escalate updates within 24 business hours.
- Achieve a first call resolution rate greater than 65%.
- Maintain an Average Handle Time of less than 40 minutes.
- Achieve a phone system utilization rate of more than 45%.
- Maintain a phone occupancy rate greater than 85%.
- Assist agents and senior staff with common problems and escalations.
- Support the team with ad-hoc responsibilities as directed.
- Adhere to corporate guidelines, rules, and policies.
- Attend all required meetings and complete all mandated tasks.
- Attend all LenelS2 VAR course training and other related courses.
- Gain expertise in OnGuard, NetBox, and Elements Ecosystems.
- Complete training in Access Control, Video, Intrusion, Networking, and other related technologies.
- High School Diploma/GED with a minimum of 4 years of related experience.
- Associate degree in Computer Science, IT, or electronics (preferred).
- Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA (preferred).
- Bi-lingual proficiency in English, Spanish, French, and Portuguese is a plus.
- Experience with currently supported operating systems.
- Understanding of basic AC and DC circuitry and electronics.
- Advanced knowledge of SQL database engines.
- Experience in Access Control, Video, Intrusion, and related technologies.
- Proficiency in troubleshooting and customer service.
- Experience with currently supported Linux operating systems.
- Knowledge of TCP/IP, DNS, SSL, and other networking concepts.
- Experience with virtualization technology (VirtualBox).
- Understanding of Access Control components.
- Proficiency in Salesforce (preferable).
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Technical Support Engineer - Pittsford, United States - Russell Tobin
Description
Job Title: Technical Support Engineer
Location: Pittsford, NY
Duration: 12 Months (with possible extension)
Hours:8:30 am to 5:30 pm
Payrate: $70/hr. to $79/hr.
Position Overview: As an L2 Technical Support Engineer, you will be responsible for addressing technical issues related to OnGuard, Netbox, and Elements Ecosystems. You'll primarily handle these issues over the phone, followed by email, web, or through team collaboration. Your role involves interacting directly with customers to understand and resolve their issues, documenting support cases in detail, troubleshooting complex technical issues, and collaborating with various technical teams within the company.
Key Responsibilities:
Performance Metrics:
Other Responsibilities:
Additional Job Details:
Skill Training:
Education Requirements:
Language Proficiency:
Technical Skills:
OnGuard Technical Skills:
NetBox Technical Skills:
