Technical Services Engineer

axis; United States; Hybrid; USD 75,000 - 80,000; Full time

Benefits offered by this job

Tuition reimbursement

Health, dental, vision

Parental leave

Sabbatical after 5 years

401(k) matching

Job summary

Axis Communications seeks a Technical Services Engineer for a hybrid role based in Chelmsford, MA. You will troubleshoot configuration, network, and software issues across IP cameras, access control, and security solutions, leveraging peers and engineering teams.

Role includes one week onsite, one week remote, with option to work full-time in office. Salary: $75,000–$79,500 depending on English vs bilingual requirements. Travel ~10% domestically and internationally.

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 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.

Responsibilities

• 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, and test engineering provided fixes.

Skills

Customer service

Troubleshooting

Networking basics

Communication skills

Time management

Tools

Salesforce Service Cloud

Job description

Job Title

Technical Services Engineer

Job Description

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

The 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...

• 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

Want to know more about Axis? Visit our web site at www.axis.com .

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