Job Listing Description

Technical Support Specialist

PDS Tech, Inc. is seeking a Help Desk Support for a open position in Pittsford, NY.
Technical Support Essential Job Functions: 

• Answer incoming phone calls, emails, and other inquiries into the Lenel Technical Support Center. 
• Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes. This will include step-by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation. 
• Utilize internal tools such as: SalesLogix, Knowledge Base, HP Quality Center, SharePoint, etc. to research problems for known and existing solutions. 
• Follow documented processes to ensure callers are certified as outlined in the Value Added Reseller (VAR) certification program and have current qualified support agreements in place. 
• Assist with testing on new/existing products. 
• Continually utilize the TSG wall board to assess daily performance. 
• Work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels. 

Skill Training: 
Lenel provides complete certification training to become capable in supporting our range of security products. We also offer ongoing training and certification to keep you on the cuting edge of knowledge and skill. Technical Support Specialists also undergo a period of job shadowing and mentoring before becoming capable and confident in handling technical calls on their own. 

• OnGuard Hardware and Software Fundamentals 
• OnGuard Database Fundamentals 
• Advanced Access Control 
• Enterprise Overview 
• DataExchange 
• NEC ExpressCluster 
• OnGuard Digital Video 

Education Requirements: 

• High School Diploma/GED minimum 
• Associates degree in Computer Science or IT (preferred) 
• Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred) 

Technical Qualifications: 

• 2 years experience in customer service and/or technical help desk 
• Experience working with currently supported operating systems, including the latest commercially supported Microsoft Operating systems 
• Comprehensive understanding of current network topologies and protocols 
• Strong working knowledge of SQL querying and data manipulation required 
• Experience in Access Control, Video and related technologies a plus 
• Understanding of network packet analysis software such as Wireshark 

Other Qualifications: 

• Excellent listening, verbal, and written communication skills 
• Excellent interpersonal skills, ability to work well with customers, peers, management and other departments 
• Must have the ability to multitask and work independently 
• Must be detailed oriented in order to effectively resolve technical customer issues 
• Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision making skills 
• Ability to meet tight deadlines and adapt to change 

Language Proficiency: 

• Bi-Lingual English, Spanish, French and Portuguese proficiency a plus  
Job Number: 1710065440
Job Location: Pittsford, NY
Duration: 6 months
Input Date: 12/11/2017
Attention: Roger Greco
Address: 50 FOUNDERS PLAZA STE 304
City, State: EAST HARTFORD, CT 06108
Phone: 860/289-2643
800 Phone: 866/636-4723
Fax Phone: 800/556-5284

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