Hybrid Technical Services Engineer - Network & Security

axis; Chelmsford (MA); Hybrid; USD 75,000 - 80,000; Full time

Benefits offered by this job

Tuition reimbursement

Health, dental, vision and wellness

Paid parental leave

Vacation + sabbatical every 5 years

401(k) employer matching

Job summary

Axis Communications is seeking a Technical Services Engineer (Tier II) in Chelmsford, MA for a hybrid role. The position supports IP cameras, access control, and security solutions, requiring 2+ years in a call center and solid networking knowledge.

The role involves troubleshooting, documentation, and collaboration with engineering teams, with English or bilingual (Portuguese/Spanish/French) options. Competitive salary and strong benefits are offered.

Qualifications

• Minimum 2 years’ experience in a call center-type environment with an excellent customer service background.
• Knowledge of network routing and switching protocols.
• Experience configuring PCs, installing operating systems and software applications.
• Experience configuring switches, routers and other network components.
• Ability to resolve issues and troubleshoot in an unscripted manner.
• Excellent communication and interpersonal skills.
• Self-motivated and energetic with a positive approach to problem solving.
• Eye for details with good time management; able to handle multiple issues.

Responsibilities

• Provide world-class technical support for partners and end customers via inbound calls, helpdesk, and live chat.
• Manage high work volume with time-bound constraints.
• Analyze problems using databases, debugging tools, and lab simulations.
• Document cases clearly to ensure efficient escalations and handoffs.
• Escalate and collaborate with Software/Hardware Engineering to resolve issues.
• Develop subject matter expertise and train/mentor others.
• Lab replications, research difficult problems and test fixes for resolution.

Skills

Call center experience

Networking knowledge

Communication skills

Self-motivation

Attention to detail

Problem solving

PC/OS/software configuration

Education

Certifications: CompTIA, Cisco, Microsoft, PSP

Tools

Salesforce Service Cloud

Job description

Axis Communications is seeking a Technical Services Engineer (Tier II) in Chelmsford, MA for a hybrid role. The position supports IP cameras, access control, and security solutions, requiring 2+ years in a call center and solid networking knowledge.

The role involves troubleshooting, documentation, and collaboration with engineering teams, with English or bilingual (Portuguese/Spanish/French) options. Competitive salary and strong benefits are offered.