Remote Technical Support Engineer
- Provides support for all incoming and assigned customer cases via telephone and web-based CRM platform for all Securitas Healthcare products. Re-creating customer problems and testing customer configurations in-house to help diagnose problems.
- Escalates customer issues and requests assistance as appropriate.
- Acquires, maintains, and expands knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to quickly provide complete solutions.
- Performs at high performance level of response and resolution time, first-call-resolution and customer satisfaction.
- Workdays Monday – Friday. Available 24X7 based on rotation for customers calls.
- Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.
- 3 years of technical support experience required.
- 3-year hands-on experience with Linux and/or Windows Server 2008 and up-OS.
- Network troubleshooting skills
- Ability to work in a dynamic and challenging environment.
- Team player
- Fast learning curve with new technologies and products
- Excellent English verbal and writing communication skills.
- Hands-on experience with supporting applications that include software and hardware.
- A minimum of a High School Diploma is required.
- Travel Requirement: 25%
- Bachelor’s degree or formal education that is relevant to the job.
- Obtained OS certification.
- Supporting large scale companies and organizations in the healthcare industry
- Obtained network administrator certification.
- Experience with Cisco LWAPP Wi-Fi infrastructure – CCNA certified preferred.
- Advantage: Hands-on experience working Database
- Experience with 3rd party integrations (Ensemble, Post)
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