This position will be responsible for providing remote Level 2 technical support in form of responding to customer calls or emails, incident triage and acknowledgement, status updates and other ITIL based L2 activities, for the Sensormatic Solutions Loss Prevention & Security products implemented at Retail customers premises, globally.
Skills Summary:
- 5 Years of L2/L1 Support experience in End user support/Desktop support Windows operating system - Local and Network Installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands
- 3 Years as L2/L1 Support Specialist in End user support/Desktop support Hardware that includes Video conference, Standard Desktop and laptop, Printer, Plotter, Scanner, Desk Phone, IMAC-D etc
Mandatory Skills and Experience:
- Bachelors in CS or IT or equivalent
- CCNA (Collaboration/Security/Cloud) or MCSE (Business Applications/Cloud Platform and Infrastructure) or similar certification
- Minimum 5 years of ITIL based full cycle remote L2 Technical Support involving enterprise level both H/W and S/W systems.
- Have experience on L2 support for enterprise Electronic Article Surveillance and CCTV security systems.
- Strong hardware diagnostics skill involving remote EAS systems.
- Must possess a solid understanding of Microsoft Windows server and desktop operating systems.
- Ability to interact with customers professionally.
Desirable:
- IT Security Management/ Cloud Computing Certification
- Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas.
- Must possess excellent problem solving and communication skills. Must be flexible, dependable and able to multi-task with priority.
- Able to Lead and guide the team, able to resolve tough business problems and prepare documentation for future use.
- Advanced CCNP certification or equivalent
- Must possess excellent troubleshooting & simulating experience in HW and NW domain.
Job Responsibilities:
- Provide technical assistance and consultancy to RDC Analysts on various Sensormatic products.
- Take ownership of customer issues escalated from Support Analysts
- Provide remote support for various hardware issues (involving CCTV Systems, temperature sensors and other EAS devices) in the customer environment.
- Perform in-depth problem analysis and isolate problems of local or enterprise-wide scope
- Coordinate documentation of customer problem report in preparation for 3rd level escalation.
- Ensure efficient telephone queue and inbound email queue coverage.
- Achieve and maintain targeted performance metrics per established RDC team goals.
- Contribute new or updated technical or procedural content to the technical support knowledge base.
