US - Technical Support Assistant - Pacer Staffing
Pittsford, NY
About the Job
Description:
1st shift 8:30-5:30
Phone Interview, Microsoft Teams
Timekeeping Fieldglass
Pay rate XX25.00-XX30.00
Tell us how you go about troubleshooting? Tech support troubleshooting
Have you done Software Support? Yes Tell us about it?
Have you used SQL? Yes Where and what did you use it for.
Have you used Salesforce or any other type of CRM (Customer Relationship Management)
As an L1 Technical Support Engineer you will:
Respond to technical issues surrounding a combination of OnGuard, Netbox, and Elements Ecosystems, primarily by telephone, then e-mail and web or from other team members
Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
Work directly with other technical support staff, quality assurance, senior technical support engineers, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
Assist with support verification projects providing a UAT smoke test of upcoming releases and/or hot fixes
Contribute content to our growing knowledge base.
Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods
Required Qualifications
High School Diploma or GED
2+ years experience in customer service or technical help desk
1+ years experience with resolving complex technical issues through research, log analysis, issue reproduction, or advanced troubleshooting
Preferred Qualifications
Associate degree in computer science, IT, electronics, or equivalent experience with supporting software-based products or Access Control systems.
Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA
Understanding of basic AC and DC circuitry and electronics
Advanced Knowledge of SQL database engines
Advanced experience in Access Control, Video, Intrusion, and related technologies
Excellent listening, verbal, and written communication skills
Professional telephone manner and outstanding customer service skills
Ability to multitask and work independently
Detail oriented to effectively resolve technical customer issues
Enthusiastic, self-motivated and demonstrate excellent problem solving and decision-making skills
Ability to meet tight deadlines and adapt to change
Excellent interpersonal skills, ability to work well with customers, peers, team leads, management, and other departments.
Experience working with currently supported Linux operating systems
Experience with virtualization technology (VirtualBox)
Knowledge of TCP/IP, DNS (Domain Name System), SSL (Secure Sockets Layer) and other networking concepts.
Understanding of Access Control components such as electrified locks, door contacts, card readers
Previous technical support experience
Proficiency in Salesforce
Phone Interview, Microsoft Teams
Timekeeping Fieldglass
Pay rate XX25.00-XX30.00
Tell us how you go about troubleshooting? Tech support troubleshooting
Have you done Software Support? Yes Tell us about it?
Have you used SQL? Yes Where and what did you use it for.
Have you used Salesforce or any other type of CRM (Customer Relationship Management)
As an L1 Technical Support Engineer you will:
Respond to technical issues surrounding a combination of OnGuard, Netbox, and Elements Ecosystems, primarily by telephone, then e-mail and web or from other team members
Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
Work directly with other technical support staff, quality assurance, senior technical support engineers, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
Assist with support verification projects providing a UAT smoke test of upcoming releases and/or hot fixes
Contribute content to our growing knowledge base.
Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods
Required Qualifications
High School Diploma or GED
2+ years experience in customer service or technical help desk
1+ years experience with resolving complex technical issues through research, log analysis, issue reproduction, or advanced troubleshooting
Preferred Qualifications
Associate degree in computer science, IT, electronics, or equivalent experience with supporting software-based products or Access Control systems.
Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA
Understanding of basic AC and DC circuitry and electronics
Advanced Knowledge of SQL database engines
Advanced experience in Access Control, Video, Intrusion, and related technologies
Excellent listening, verbal, and written communication skills
Professional telephone manner and outstanding customer service skills
Ability to multitask and work independently
Detail oriented to effectively resolve technical customer issues
Enthusiastic, self-motivated and demonstrate excellent problem solving and decision-making skills
Ability to meet tight deadlines and adapt to change
Excellent interpersonal skills, ability to work well with customers, peers, team leads, management, and other departments.
Experience working with currently supported Linux operating systems
Experience with virtualization technology (VirtualBox)
Knowledge of TCP/IP, DNS (Domain Name System), SSL (Secure Sockets Layer) and other networking concepts.
Understanding of Access Control components such as electrified locks, door contacts, card readers
Previous technical support experience
Proficiency in Salesforce
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Additional Details
- Will this position ever require Honeywell site access? : Yes
- Pre-Identified Candidate? : No- Requesting submittals from all HGCLP suppliers
- Is This Project Based? : No
- Purchase Order Number : n/a
- Timekeeping System : SAP Fieldglass
- Full/Part Time (FT = 20 hrs or more per week; PT = 19 hrs or less per week) : Full-Time
- Is Driving Required? : No
- US Security Clearance Required? : No
- Export Control Technology? : Yes
- Skill Category : Technical
Source : Pacer Staffing
