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3xLOGIC · 10 hours ago

Technical Support Engineer

Lincoln, NE, US

Full-time

Hybrid

Entry Level

2+ years exp

3xLOGIC is a nationwide provider of security solutions, and they are seeking a Technical Support Engineer to provide basic technical support to customers. This role involves communicating with customers, troubleshooting issues, and escalating cases as needed.

AnalyticsBusiness IntelligenceCloud Data ServicesCloud SecuritySecurityTraining

Responsibilities

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

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

Qualification

Technical supportTroubleshooting skillsBasic network knowledgeCustomer service experienceCommunication skillsOrganizational skillsAnalytical skillsBasic electronics conceptsInventory controlSelf-motivatedTeamworkTime management

Required

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

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