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Job Description

Position Overview



As a Level 3 Technical Support Engineer, you will be a key member of our technical support team for Software House (C•CURE 9000 & iSTAR) security software and hardware products. This role involves handling complex, time-intensive customer requests that require deep technical expertise and specialization in various technologies.



Key Responsibilities



  • Network Infrastructure Troubleshooting: Resolve issues related to proprietary and third-party device communication.



  • Database Troubleshooting: Ensure connectivity and performance, understand product schema and data relationships, and perform SQL scripting.



  • Application Server Troubleshooting: Enhance performance, review logs, detect problems, and recommend best practices and configuration improvements.



  • Web Server (IIS) Troubleshooting: Improve performance, review logs, and detect issues.



  • Hardware Installation and Integration: Manage site requirements, interface with third-party products, and understand communication protocols in the access control industry.



Team Dynamics



  • Collaborative Environment: Work closely with a diverse team of engineers, developers, and support staff to resolve complex issues. Collaboration and knowledge sharing are key components of our success.



  • Customer-Centric Approach: Engage directly with high-profile customers to understand their needs and provide tailored solutions. Your ability to communicate effectively and build strong relationships will be crucial.



  • Continuous Improvement: Participate in regular team meetings and training sessions to stay updated on the latest technologies and best practices. We encourage continuous learning and professional development.



  • Problem-Solving Culture: Our team thrives on solving challenging problems. You’ll have the opportunity to work on a variety of issues, from network troubleshooting to database optimization, ensuring no two days are the same.



  • Supportive Leadership: Benefit from a leadership team that values your input and supports your growth. We believe in empowering our engineers to take ownership of their work and make impactful decisions.



Essential Skills and Experience



  • Customer Communication: Engage with high-profile customers to understand issues, provide solutions, and communicate plans both verbally and in writing.



  • Root Cause Analysis: Investigate logs and historical data to determine the sequence of events and identify failure root causes.



  • Issue Reproduction and Testing: Set up virtual environments to replicate issues and test potential solutions.



  • Defect Logging and Follow-Up: Document product defects, submit them to Development Engineering, and follow up until resolution.




  • Technical Documentation: Write and review technical documents for internal and public use.



  • Continuous Learning: Pursue opportunities for ongoing education and skill development.



  • Travel: Willingness to travel 10-15%.



Qualifications



Required:



  • 8 years of experience with CRM systems (Salesforce preferred), including data entry, analysis, and detailed case note recording.



  • 8 years of technical support experience.



  • 8 years of troubleshooting experience with related tools and technologies.



  • 8 years of customer service experience supporting external customers.



Preferred:



  • BS in Computer Science or a related field.



  • Experience with SQL Server administration, VM creation and management, and software installation.



  • Familiarity with SQL, XML, XSLT, IIS, VMWare, Hyper-V, .NET, WireShark, and similar technologies.



  • Experience with cloud deployments (Azure, AWS, GCP).



  • Experience working within zero-trust networks.



  • Basic scripting skills (PowerShell, Bash).



  • Proficiency with Microsoft Windows and Linux operating systems.



  • CCNA or Network+ certification.



  • MCSE certification (Data Platform, Business Intelligence, Server Infrastructure, Communication) or equivalent.



  • Experience with VMS and access control hardware, including intelligent controllers, expansion boards, communication equipment, and wiring basics.




  • Strong persuasive and assertive communication skills while maintaining professionalism.



  • Excellent written and verbal communication skills.




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