Serve as a technical escalation point for Level 1
Manage a larger and more technically complex case backlog
Diagnose intricate software and system issues
Contribute to process optimization
Mentor junior staff
Build customer environments with a combo of self-maintained VMs and hardware
Reproduce issues and identify solutions
Configure and diagnose complex environments containing 3rd party equipment
Leverage live remote sessions for reviewing and updating core configuration files, firewalls, databases, or services
Create custom SQL commands to help identify database issues
Use tools such as Wireshark to identify network connectivity problems

Requirements

Advanced hardware and electronics understanding
Network design principles
High level SQL management
Performance optimization
Fully experienced Access Control/Video within security industry
Ability to identify and analyze customer problem and requirements to guide towards the issue resolution
4+ years in related experience troubleshooting software or security equipment, in a contact call center or in-field on prem capacity

Benefits

employer subsidized Medical, Dental, Vision, and Life Insurance
Short-Term and Long-Term Disability
401(k) match
Flexible Spending Accounts
Health Savings Accounts
EAP
Educational Assistance
Parental Leave
Paid Time Off (for vacation, personal business, sick time, and parental leave)
12 Paid Holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLnetwork designhardware understandingperformance optimizationtroubleshootingconfiguration managementsoftware diagnosissystem diagnosisVM management3rd party equipment configuration

Soft Skills

mentoringproblem analysiscustomer serviceprocess optimization