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 Technical Services Specialist!
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.
Location: Gainesville, VA
Summary:
As a Technical Services Specialist, you will be aided by internal and manufacturer knowledge bases a specialized understanding of security industry technology hardware and software to include but not limited to access, burg, fire, video, and networking. You will take ownership of complex enterprise and integrated solutions. Support advanced technology related escalations and work with necessary parties to resolve. You will also provide tier IV support via phone, chat, email, or workflow applications to both internal and external personnel. Identify and provide solutions/tips to resolve challenging technology issues, develop and support managed services, and document items for record. Create and administer end user and internal training.
What You'll Do:
Advance Technical Support:
Provide specialized advanced technical support via phone, email or workflow applications to support personnel completing installation and service requests.
Take ownership of escalated technical support issues and see problems through to resolution.
Provide updates to applicable parties throughout process.
Utilizing established company guidelines and procedures, provide advanced technical support for the installation and maintenance of equipment and setup of customer configurations.
Validate work completed via vendor applications.
Enterprise Solutions:
Assist with design, scope understanding, and implementation of Enterprise solutions. Requires direct interaction with customer teams to include IT, hardware deployment, and infrastructure teams.
Engage with Sales Engineer team in secondary round conversations to ensure customer scope and design meets all needs.
Maintain technology certification levels to provide advanced support.
Troubleshooting:
Research, diagnose, troubleshoot and identify solutions to resolve items received from both internal and external entities.
Monitor and process support requests submitted via Microsoft Dynamics utilizing established company guidelines and procedures, vendor software, and knowledge bases.
May include connecting to equipment remotely and/or contacting customer site personnel to triage or validate requests.
Evaluation & Testing:
Product and configuration evaluation and testing.
Test operation of system to the scope of work and customer satisfaction.
Acquire and stand-up equipment/configurations in lab environment.
Product Development team should provide direction on use applications for specific testing.
Training:
Identify technology challenges and provide training to lower-level support personnel.
Conduct end user training sessions.
Create knowledge articles and internal guides for troubleshooting and configuration issues.
Conduct live training sessions via Teams platform to end users and system admins.
All Other Duties as Assigned.
What You'll Need:
Bachelor's Degree or Equivalent Work Experience.
3-Years Help Desk Experience:
3+ years of helpdesk support experience.
10-Years of Experience with Low Voltage, Security, and Surveillance Industry:
Experience with utilizing or troubleshooting physical security hardware is preferred.
Design/CAD Experience:
5+ years of hardware design and CAD experience preferred.
Project Management:
1+ years of Project Management experience preferred.
Network Knowledge:
Advanced networking and hardware experience preferred.
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
Tuition reimbursement
Employee Assistance Program (EAP)
About Us:
We are one of the largest security integrators in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected and empowered, one customer at a time.
Our Values:
Win as a team.
Do the right thing.
Make a difference every day.
Get it done.
Think big.
If you share these ideas, we’d love to hear from you!
Vector Security is a Drug-Free Workplace
Vector Security is an Equal Opportunity Employer
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran, or disability status.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
