Technical Support Engineer

Seeking a Technical Support Engineer who is responsible for providing technical support, issue resolution and training to our clients, as well as partners in both the communications and electronic security fields.

Essential Responsibilities

  • Provide technical support and issue resolution via e-mail and phone to clients and field technicians.
  • Set up equipment and environment to simulate customer’s platform in order to assist the test and development of reproducing issues. Test defective equipment and process warranty and product returns
  • Develop expertise on products and services to provide solutions to clients.
  • Become knowledgeable/certified and receive ongoing education of system functionality (Intrusion, Access, Video, IT) – (Honeywell, Pro Watch, Hikvision, Spectrum, S2, DMP, Avigilon, Hanwa, etc.) – ESI telephone systems. Receive ongoing product training
  • Perform remote programming changes – access, video, intrusion systems and ESI telephone systems
  • Handle product registration for products, acquire permits, order materials-licenses-SUSP’s-SIP/Hosted services contracts
  • Provide pre- and post-sales support to our sales team and resellers
  • Pre-installation information gathering (data collection) for contract projects and programming as needed
  • Assist in inventory control
  • Post-install customer contact/follow up, to include quality assurance checks and collections of ideas to improve on future installs.

Qualifications and Skills

  • Bachelor’s degree or equivalent experience in telecommunications or a related field.
  • 2 years of technical support experience in the telecommunications industry.
  • Proficient in Excel
  • Capacity to investigate complex issues and identify root causes while providing permanent solutions. Pragmatic approach to problem solving.
  • Excellent written and oral communication skills, with a high degree of professionalism and the ability to communicate with customers and partners.
  • Passionate and self-motivated with the ability to learn quickly and independently.
  • Team player capable to interact efficiently within a multi-disciplinary engineering team.
  • Ability to deal with stress and highly demanding situation.

Compensation/Benefits

  • 100% Employee Paid Health Insurance, Retirement, Flex Spending Medical Plan, Holiday Pay, Paid Vacation
  • Opportunity to learn, grow and advance
  • Ongoing, onsite and off-site, training opportunities
  • Competitive pay-mobile phone, laptop and company vehicle

For consideration, your response should include your resume with your experience and pay scale to employment@southbaycomm.com.