Technical Support Engineer

THE COMPANY

Security Products and Solutions Group (SPS) is a leading provider of video management, access control, intrusion and business intelligence solutions for the security industry. We go to market under the brands 3xLOGIC, PACOM and Sonitrol. Our team designs, builds and sells both hardware and software solutions. SPS is a Division of Securitas Technology which is a a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience.

OVERVIEW

The primary function of this role is to provide application and configuration support to Dealers and Integrators, as well as assist with installation and service activities. The role will primarily support Access Control solutions, particularly Infinias, but will not be limited to Infinias and will also include support for 3xLOGIC video products and related technologies. This will be a customer facing role that requires an extensive knowledge of Video Management Systems and Electronic Access Control Systems On-Prem and Cloud Based. The role is a remote-based position, those candidates local to the Fishers office headquarters are encouraged to come into the office once a month. This role is part of the Securitas Products and Solutions group.

Attention to detail and customer relations skills are key to success in this role, and essential in the company’s strategy. Excellent written and verbal communications skills, the ability to manage multiple tasks and priorities simultaneously and strong analytical and problem-solving skills are a must to be successful in this role. The ability to logically follow order of operation troubleshooting to ensure resolution of a customer issue in a timely manner is also a must.

ROLES & RESPONSIBILITIES

• Develop and maintain an extensive working knowledge of your supported 3xLogic products.
• Learn and maintain a fundamental understanding of all product operating environments.
• Work with 3XLogic customers to diagnose and resolve all hardware and software issues, answer questions and alleviate concerns.
• Remotely install, configure and deploy software on physical servers as well as virtualized environments.
• Troubleshoot system reported issues
• Troubleshoot network connectivity issues
• Be the liaison between the customer and engineering teams.
• Work collaboratively with the sales, engineering, and product development teams to ensure all are aligned with the customer needs.
• Efficiently and effectively provide detailed documentation of customer interactions in the ticketing management system
• Other tasks as assigned by management.

QUALIFICATIONS, SKILLS AND EXPERIENCE:

• Background in Video and Access Control Security Systems
• Strong organizational skills
• Excellent verbal and written communication skills.
• Ability to transfer knowledge and translate technical concepts to non-technical customers.
• Ability to learn in a fast-paced environment
• Functional knowledge of Windows 10, Server 2008 to current
• Experience in troubleshooting system hardware, software, and integration issues
• Experience in using and setting up virtualized environments
• Experience in basic network and firewall setup and troubleshooting network communication issues
• Strong knowledge of database architectures and methodologies, ideally of Microsoft SQL Server 2008+ and the ability to manipulate data effectively and efficiently using SQL.
• Excellent knowledge of VM Environments and Microsoft Clustering.
• Ability to work without direct supervision

3xLogic believes in giving each applicant an equal opportunity to succeed on their own merit. We strive to hire employees that reflect and support the diverse perspectives, experiences and needs of employees and our communities including but not limited to race, national or ethnic origin, color, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, and disability. We remain committed to upholding the values of equity, diversity, and inclusion in our work environments.