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    Technical Services Engineer - Chelmsford, United States - Axis Communications AB

    Axis Communications AB
    Axis Communications AB Chelmsford, United States

    3 weeks ago

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    Description
    Job Title

    Technical Services Engineer - Bilingual - Spanish/Portuguese/French + English

    Job Description

    Looking for a new start? Think bigger. Think Axis

    At Axis Communications we believe in innovating for a smarter, safer world. We just happen to provide cutting-edge security solutions across the globe. While each 'Axian' has his or her own motivators, we all share the same core values.

    The

    Technical Services Engineer - Bilingual (Spanish/Portuguese/French with English) - (Hybrid position)


    troubleshoots and resolves configuration, network and software issues for our IP network cameras, physical access control, and security solutions while utilizing resources of peers, knowledgebase, and software development engineering teams.

    This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, MA headquarters

    (after completing initial training and meeting desired KPI's).

    This gives our employees the much needed flexibility and helps us maintain contact with our culture and fellow Axians. Employees are welcome to work full time in the office if they prefer.


    Salary:
    $72,000 annually (English only role)
    $76,000 annually (Bilingual - English with Spanish/Portuguese/French)


    Shift and Language Requirement:
    11:30 a.m. to 8:00 p.m. shift, and Spanish language is always a plus

    What You'll Do Here...
    Provide world-class technical support for partners and end customers via inbound telephone, online helpdesk, and live chat cases
    Manage a high work volume with time-bound constraints
    Analyze problems and identify solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations
    Ensure escalations and handoffs are efficient by documenting cases clearly and completely
    Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution
    Develop subject matter expertise and train/mentor others

    Use troubleshooting skills to:
    perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer's problem

    What We Are Looking For...
    Minimum 2 years' experience in a call center-type environment with an excellent customer service background

    Secondary language skill:
    Spanish OR Portuguese OR French with English - A Must
    Knowledge of network routing and switching protocols
    Experience configuring PCs, installing various operating systems and software applications
    Experience configuring switches, routers, and other network-related components
    Ability to resolve issues and troubleshoot in an unscripted manner
    Excellent communication and interpersonal skills
    Self-motivated and energetic with a positive approach to problem solving
    Eye for details with good time management skills - must be able to handle multiple issues in an organized manner

    Valued, But Not Required ...
    Fundamental understanding of physical access control and security systems
    Experience with Salesforce Service Cloud CRM system/help desk applications
    CCTV/IP Camera installation/configuration
    Basic understanding of electricity concepts

    Professional degrees/certifications:
    CompTIA, Cisco, Microsoft, PSP etc.

    Physical Demands and Travel...

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    Employee is occasionally required to lift 20-25 lbs.
    Expected travel time for this position is 10% (domestic and international)

    What we offer...

    Axis is a company that puts our employees first.

    Here is just a glimpse of what we do for our 'Axians':

    Inspire you to grow and develop through employer-offered training as well as tuition reimbursement
    Take care of more than just the 'work you', but rather the 'whole you' through our health, dental, vision, and fitness/health and wellness programs
    Support parents and children through paid parental leave and help alleviate costs through a dependent care reimbursement account
    Encourage work/life balance with generous vacation benefit, plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after)
    Help prepare for your life after retirement through our 401(k) program and employer matching

    Ready to Act

    Taking the first step to become an Axian is easy - all you have to do is apply

    Want to know more about Axis? Visit our web site at

    Certain roles at Axis require background checks, which means applicable verifications will be done in these recruitments. Notice will be provided before we take any action.

    About Axis Communications

    We enable a smarter, safer world by creating innovative solutions for improving security and business performance.

    As a network technology company and industry leader, we offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.

    With around 4500 committed employees in over 50 countries, we collaborate with partners worldwide. Together, we thrive in our friendly, open, and collaborative culture and inspire each other to think beyond the expected.

    United by our commitment to inclusion, diversity, and sustainability, we consistently seek to develop our skills and way of working.

    Let's create a smarter, safer world

    For more information about Axis, please visit our website

    Listen to Get To Know Axis - Podcast
    #J-18808-Ljbffr
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