Sr. Technical Services Rep

Vector Security, Inc; Gainesville (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

AD&D insurance

401k retirement plan

Flexible Spending Account

Paid time off

Employee Assistance Program

Job summary

Vector Security is seeking a Senior Technical Services Representative to provide intermediary technical support for security hardware and software across access, burg, fire, and video systems. You will assist with installations, configure customer setups, and guide internal teams to resolution.

The role requires 3+ years of helpdesk experience, low voltage security exposure, and strong Microsoft/Unix/Linux skills. Join a team focused on quality service and continuous improvement.

Qualifications

• Associate's Degree or Equivalent Experience.
• 3+ years of helpdesk support experience (preferred).
• 1 year of Low Voltage, Security & Surveillance Industry Experience (preferred).
• Experience with Microsoft Dynamics is preferred as work flows through this system.
• Must be proficient with Microsoft programs and Unix/Linux operating systems.
• Strong organizational skills to document support and maintain department resources.
• Excellent verbal and written communication to customers and management.
• Deductive reasoning to resolve technical issues.

Responsibilities

• Provide intermediary technical support via phone, email, or workflow application.
• Setup customer configurations and validate work completed via vendor applications.
• Complete hardware repair and programming for pc-based systems.
• Maintain and document department resources and knowledge articles.
• Escalate unresolved issues to appropriate internal teams.
• Create and maintain databases of customer equipment profiles and configurations.
• Document information for support and future reference.

Skills

Communication & Interpersonal Skills

Deductive Reasoning Skills

Organization Skills

Computer Literacy

Unix/Linux Knowledge

Network Knowledge

Help Desk Experience

Education

Associate's Degree or Equivalent Experience

NICET Level I

Tools

Microsoft Dynamics

CompTIA A+

CompTIA Network+

Job description

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 Senior 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.

Summary:

As a Senior Technical Services Representative, and under general supervision and aided by internal and manufacturer knowledge bases an intermediary understanding of security industry technology hardware and software to include but not limited to access, burg, fire, and video. The Senior Technical Services Representative 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 advanced technology issues, document items for record, and provide next steps for support resolution. Train end users in the proper use of their systems as needed.

What You'll Do:

• Technical Support:
  • Provide intermediary technical support via phone, email, or workflow application to support onsite personnel completing installation and service requests.
  • Utilize established company guidelines and procedures, provide intermediary technical support for the installation and maintenance of equipment.
  • Setup of customer configurations; validate work completed via vendor applications.
• Hardware Repair:
  • Complete hardware repair and programming for pc-based systems.
  • Utilize customer specifications program hardware for service and installations.
  • Maintain general PC repair knowledge to include pc component replacements and software reimages.
• Communicate and initiate next steps to complete requests.
• Properly escalated 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.
• Create & Maintain Database:
  • Create, update and maintain department resources and customer databases.
  • Properly maintain as-builds and all system documentation.
  • 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.

What You'll Need:

• Associate's Degree or Equivalent Experience.
• 3-Years: Help Desk Experience:
  • 3+ years of helpdesk support experience - Preferred.
• 1-Year: Low Voltage, Security & Surveillance Industry Experience:
  • Experience with utilizing or troubleshooting physical security hardware is - Preferred.
  • NICET Level I - Preferred.
• Network Knowledge:
  • Intermediate networking and hardware experience - Preferred.
  • CompTIA A+, Network+ - 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
• Employee Assistance Program (EAP)

About Us:

Vector Security is a leading provider of intelligent security and managed services solutions serving residential, commercial, and enterprise customers across North America. Through our Residential and Commercial business units, Vector Security delivers smart security, life safety, video, access control, and monitoring solutions. Our Vector Security Networks (VSN) division provides national security solutions for multi-site organizations, while Managed Network Services (MNS) delivers secure connectivity, and network management services that help businesses operate reliably and securely. For more than 50 years, we have been committed to protecting people, property, and business operations through innovative technology and exceptional service.

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.