Technical Services Rep
Company: Vector Security
Location: Gainesville
Posted on: May 28, 2023
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Job Description:
Vector Security Networks is hiring for Technical Service
Representative in Gainesville VA. The Technical Services Rep will
provide timely and accurate support via phone, email, or workflow
applications to both internal and external personnel. Identify and
provide solutions/tips to resolve common/known technology issues,
document items for record, and provide next steps for support
resolution. Train end users in proper use of their systems as
needed.Main Responsibilities:Technical SupportReview, process, and
provide basic technical support for all inbound requests.Create
WO's based on technician need and outlined customer
procedures.Utilize established company guidelines and procedures,
provide basic technical support for the installation and
maintenance of equipment and setup of customer
configurations.Validate issues reported via vendor applications.
May include providing basic user support/training to
customers.Research RequestsResolve support and research requests
generated by internal teams or hardware monitoring within 24 hours
of receipt.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.Update and maintain
department resources.Assist with the gathering and upkeep of
department resources such as customer equipment profiles,
configuration databases, knowledge articles, and remote connection
utilities.Gather information and document based on support being
performed.Communication and ResolutionInitiate next steps to
complete requests to resolution.Properly escalate unresolved issues
to appropriate internal teams.Utilize established customer
procedures and deductive reasoning skills.Identify and submit
necessary requests for next steps to resolve or forward to the
appropriate team for additional troubleshooting. This includes
gathering necessary information for customer approvals, equipment
repairs, and product returns.Company Overview:Why join us?We are
the fourth largest security integrator 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 ideals, we'd love to hear from you!Benefits:Along with
competitive compensation and career advancement opportunities, we
offer a comprehensive "Total Rewards" package. Qualifying employees
receive:Medical, dental, and vision coverageCompany paid life and
AD&D insuranceCompany paid short- and long-term
disabilityVoluntary benefit products401k retirement savings
planPaid time off for vacation, sick days and floating
holidaysTuition reimbursementEmployee Assistance Program
(EAP)Vector Security is a Drug-Free WorkplaceVector Security is an
Equal Opportunity EmployerAll applicants will be considered for
employment without attention to race, color, religion, sex, sexual
orientation, gender identity, transgender, national origin, veteran
or disability status.ExperiencePreferredBasic networking and
hardware experience preferred.> 1 year of helpdesk experience
EducationPreferredHigh School or betterSkillsRequiredMicrosoft
OfficeOrganizationCommunicationEqual Opportunity Employer/Protected
Veterans/Individuals with DisabilitiesThe contractor will not
discharge or in any other manner discriminate against employees or
applicants because they have inquired about, discussed, or
disclosed their own pay or the pay of another employee or
applicant. However, employees who have access to the compensation
information of other employees or applicants as a part of their
essential job functions cannot disclose the pay of other employees
or applicants to individuals who do not otherwise have access to
compensation information, unless the disclosure is (a) in response
to a formal complaint or charge, (b) in furtherance of an
investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
contractor's legal duty to furnish information. 41 CFR
60-1.35(c)PDN-993351de-3a17-4200-9b53-f02cecec7aa6
Keywords: Vector Security, Germantown , Technical Services Rep, IT / Software / Systems , Gainesville, Maryland
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