Technical Support Engineer at Securitas Electronic Security Inc. – Lincoln, Nebraska

About the company:

Securitas Healthcare empowers caregivers to deliver connected, productive, and safe care. Our innovative portfolio of solutions helps hospitals, clinics, and senior living organizations protect people, use their assets efficiently, and understand their operations for a caring and healing environment. With deep roots in healthcare and a commitment to our customers’ long-term success, we are proud to work with over 15,000 providers worldwide across the care continuum. For more information, visit us at securitashealthcare.com. We need the best people to help us deliver on that mission. People who are inspired by our vision. People with individual imaginations, perspectives, and experiences. People who don’t just join us but add to us.

Position Summary:

Tier I Support Engineer will provide basic technical support to customers via phone, email, SalesForce.com system and occasionally onsite. Possess a basic understanding of the organization's products and services. Candidate will work within a tiered technical support structure and be able to effectively communicate with team members. You will need to be self-motivated, organized and self-driven to learn as well as able to communicate with your team in person and remotely. In your daily duties, you will be first line communicating with customers, open tickets as needed, discuss upgrades and escalate cases to higher tiers.

This is a hybrid role, requiring in-person attendance at one of our Securitas locations in Lincoln, NE or Wilmington, DE, for three days each week.

Essential Functions:

• Provide technical support for Securitas Healthcare products.
• Function as the primary customer contact for customer issues through telephone and web based technical support for all Securitas Healthcare products.
• Maintain or have access to working lab which you will actively work on, recreate customer issues, test and provide feedback.
• Collect pertinent data and escalate customer issues to higher tiers.
• Participate in on-call rotation for after-hours over-the-phone customer technical support.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate and complete solutions.
• Adhere to organizational goals.
• Occasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.
• Other duties as assigned.

Additional Responsibilities:

• Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.

Required Qualifications:

• Associate degree or accredited certification in electronics, computer science or network communication and/or the equivalent education and experience required in a technical setting.
• Minimum of 2 years of experience in a technical support center/customer service environment or customer-facing role experience in fast paced environment is required.
• Good analytical and troubleshooting skills along with the ability to think logically.
• Strong communications skills in English, technically and emphatically. Must be able to give and receive complex directions by phone.
• Must be a self-motivated self-starter.
• Able to work in a team environment and/or remote location.
• Ability to work in a fast-paced, multi-task & high-intensity work environment and deescalate tense situations.
• Intermediate computer knowledge preferred.
• Excellent communication and customer skills are required.
• Organizational and time management skills.
• Basic wired/wireless network knowledge is required.
• Basic knowledge of RF, BLE, LF & EMI.
• Installation, configuration, support, and/or troubleshooting of security/telecommunication systems such as electronics, low voltage components, access control systems, lock down systems, CCTV video systems, voice, data cabling and/or IP relays.
• Familiarity with inventory control and record-keeping.
• Understanding basic electronics concepts.

Job Title: Technical Support Engineer Tier 1

Supervisor’s Title: Technical Support Manager

Department Name: TSO

Exempt, Full-time, M-F

We are a nationwide provider of security solutions, and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.