Support Technician

Zeus Fire and Security; Willistown Township (PA); On-site; USD 42,000 - 64,000; Full time

Job summary

Zeus Fire and Security is seeking a skilled technical support professional to assist customers and technicians with IP/video equipment. The role emphasizes first-line problem resolution, data updates, and on-call support for UAS customers.

Strong PC skills and effective communication are essential. Responsibilities include guiding customers through troubleshooting steps, routing issues appropriately, and ensuring timely service call documentation and configuration.

Qualifications

• Three years of technical support work experience or equivalent experience.
• Extensive PC use is required for long periods depending on project.

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving processes.
• Follow up with customers to ensure resolution and feedback.
• Provide on-call support for UAS customers as assigned.
• Complete paperwork, data entry, and unit configuration for video equipment installations and service calls.

Skills

Technical support

Customer service

Job description

Role Overview

This position is responsible to provide technical support to customers and technicians for all facets of IP/Video equipment.

Key Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Properly escape unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers' expectations.
• Provide on-call support for UAS customers as assigned.
• Responsible to complete paperwork, data entry, and unit configuration associated with video equipment installations and service calls in an accurate and timely manner.
• Ability to complete non-help desk/support projects as needed.
• All other duties as assigned.

Qualifications

• Three years of technical support work experience or equivalent experience

Work Requirements:

• Position requires extensive use of PC for brief and extended periods of time depending upon project.

EEOC Statement

UAS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.