Advanced Technical Services Rep (Maintenance)

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 Advanced Technical Services Representative! 

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:  Remote - US/USA

Summary:

As an Advanced Technical Services Representative, under general supervision and aided by internal and manufacturer knowledge bases an advanced understanding of security industry technology hardware and software to include but not limited to access, burglar, fire, video, and networking. You will take ownership of technology escalations and work with necessary parties to resolve. Individual will provide support via phone, 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:

• Advanced 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.
  • Utilize established company guidelines and procedures, provide advanced technical support for the installation and maintenance of equipment.
  • Setup customer configurations validate work completed via vendor applications.
• Assist with 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.
• Solutions Resolutions:
  • 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.
• Product & Configuration Evaluation & 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 & Support:
  • 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 Duties as Assigned

What You'll Need:

• Bachelor's Degree or Equivalent Work Experience
• More Than 3-Years Experience:
  • Help Desk Support - Preferred
• More Than 10-Years Experience:
  • 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:
  • Basic networking and hardware experience - Preferred
• Microsoft Dynamics Experience:
  • 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
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

See job description