Technical Services Engineer

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

Job Title

Technical Services Engineer

Job Description

Looking for a new start? Think bigger. Think Axis!

At Axis Communications we believe in innovating for a smarter, safer world. We just happen to provide cutting-edge security solutions across the globe. While each ‘Axian’ has his or her own motivators, we all share the same core values.

Technical Services Engineer - Tier II (Hybrid position) troubleshoots and resolves configuration, network and software issues for our IP network cameras, physical access control, and security solutions while utilizing resources of peers, knowledgebase, and software development engineering teams.

This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, MA headquarters (after completing initial training and meeting desired KPI's). This gives our employees the much needed flexibility and helps us maintain contact with our culture and fellow Axians. Employees are welcome to work full time in the office if they prefer.

Salary:

• English only role - $36.06/hr ($75,000 annually)

• Bilingual - English with Portuguese/Spanish/French - $36.06/hr + $144/paycheck ($79,500 annually)

Shift Requirement:

• 11:30 a.m. to 8:00 p.m. shift

What You’ll Do Here…

• Provide world-class technical support for partners and end customers via inbound telephone, online helpdesk, and live chat cases

• Manage a high work volume with time-bound constraints

• Analyze problems and identify solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations

• Ensure escalations and handoffs are efficient by documenting cases clearly and completely

• Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution

• Develop subject matter expertise and train/mentor others

• Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer’s problem

What We Are Looking For…

• 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 various operating systems and software applications

• Experience configuring switches, routers, and other network-related 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 skills - must be able to handle multiple issues in an organized manner

Valued, But Not Required …

• Fundamental understanding of physical access control and security systems

• Experience with Salesforce Service Cloud CRM system/help desk applications

• CCTV/IP Camera installation/configuration

• Basic understanding of electricity concepts

• Professional degrees/certifications: CompTIA, Cisco, Microsoft, PSP, etc.

• Secondary language skill: Spanish, Portuguese, French

Physical Demands and Travel…

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employee is occasionally required to lift 20-25 lbs.

• Expected travel time for this position is 10% (domestic and international)

What we offer...

Axis is a company that puts our employees first. Here is just a glimpse of what we do for our ‘Axians’:

• Inspire you to grow and develop through employer-offered training as well as tuition reimbursement

• Take care of more than just the ‘work you’, but rather the ‘whole you’ through our health, dental, vision, and fitness/health and wellness programs

• Support parents and children through paid parental leave and help alleviate costs through a dependent care reimbursement account

• Encourage work/life balance with generous vacation benefit, plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after!)

• Help prepare for your life after retirement through our 401(k) program and employer matching

Certain roles at Axis require background checks, which means applicable verifications will be done in these recruitments. Notice will be provided before we take any action.

About Axis Communications

We enable a smarter, safer world by creating innovative solutions for improving security and business performance. As a network technology company and industry leader, we offer solutions in video surveillance, access control, intercom, and audio systems, enhanced by intelligent analytics applications.

With around 6000 committed employees in over 50 countries, we collaborate with partners worldwide. Together, we thrive in our friendly, open, and collaborative culture and inspire each other to think beyond the expected. United by our commitment to inclusion, diversity, and sustainability, we consistently seek to develop our skills and way of working.

Let´s create a smarter, safer world

For more information about Axis, please visit our website www.axis.com.