JOB TITLE: Tier I Professional Services Engineer
HOME DEPARTMENT: Corporate
REPORTS TO: Support Center Director
GENERAL DESCRIPTION
The Tier I Professional Services Engineer provides deployment, integration, and support services for physical security applications including Access Control, Video Surveillance, Intrusion Detection and Infant Protection systems. This role works closely with clients, project managers, and internal teams to ensure seamless implementation and support services for clients in varying environments (healthcare, commercial, enterprise, etc.).
POSITION RESPONSIBILITIES AND EXPECTATIONS
- On-call work may be required, including coverage for nights, weekends, and holidays.
- Respond timely and thoroughly to escalation requests from Support Specialists.
- Provide ongoing software and hardware support for client systems, including but not limited to Networking, Access Control, Video Surveillance, Intrusion Alarm Systems, and Infant Protection Systems. Support includes triage and resolution of identified issues as well as software upgrades, configuration changes and other tasks required to maintain optimal system performance.
- Triage reported issues with a goal of remote resolution. Issues that cannot be resolved via Professional Services can be escalated to a manager for Solutions Architect assistance.
- Log all support interactions in the ticketing system. Maintain accurate records of all work performed, materials used, communications and issue resolution or next steps.
- Provide project programming/implementation support for field technicians. Project programming is typically remote; however, on-site support may be required. Collaborate with project stakeholders to ensure project timelines, scopes and deliverables are met.
- Provide support for field project technicians, when applicable.
- Provide remote support for field technicians completing Preventative Maintenance activities.
- Assist in development and/or maintenance of internal and customer facing knowledge bases.
- Dispatch field support teams as appropriate.
- Follow standard operating procedures for closing out remote work orders, not requiring a dispatch.
- Ensure all technical documentation is updated and current for assigned client environments. Including but not limited to system diagrams, configuration guides, installation documentation, access information, administrative procedures, and customer compliance requirements.
- Conducts technology reviews and provides guidance for technology enhancement and/or refresh for end-of-life equipment.
- Ensures that all TSi and customer-specific standards and procedures are followed and enforces those standards via documentation and escalation.
- Support any client training
- Maintain up-to-date knowledge of industry trends, technologies, and standards (e.g. ONVIF, OSDP, IP and Cloud based systems).
- Other duties as assigned by leadership.
MINIMUM QUALIFICATIONS
A. EDUCATION
- BS Degree in Information Technology, Computer Science, or equivalent preferred.
- PSP Certification, a plus.
- Electronic Security Certifications: Certifications in three or more TSi Supported Access Control, Video Surveillance, Intrusion, Infant Protection, and any other Electronic Security Systems. Including but not limited to Lenel, Genetec, Avigilon, Software House, Exacq, or Milestone.
- Hugs certification is a plus.
- IT Certifications: Networking, Microsoft, CompTIA, etc.
B. EXPERIENCE
- 3-5 years’ experience installing and troubleshooting electronic security system software and hardware.
- Familiarity with networking fundamentals (IP Addressing, PoE, VLANs, VPNs, etc.)
- Experience with client server applications.
- Proficiency with Windows-based platforms, system imaging, and remote management tools.
- Experience with healthcare or regulated environments (e.g. hospitals, pharmaceutical, data centers, critical infrastructure, etc.) is a plus.
- Inbound\Outbound Call Center experience supporting internal and external customers.
- Experience with ticketing systems like Zendesk, Freshdesk or others. ServiceNow experience is a plus.
C. KNOWLEDGE, SKILLS, & COMPETENCY
- Excellent computer skills, including, but not limited to, in-depth knowledge of Microsoft based products (such as MS Word, Excel, MS Office Suite, and Outlook) and the Internet.
- Ability to troubleshoot hardware and software problems on Access Control, CCTV, and Alarm Systems equipment.
- Strong interpersonal skills, including a sense of urgency when attending to customer needs and while interacting with Tech Systems staff and vendors.
- Excellent customer service skills, including a sense of urgency when attending to internal needs.
- Must be detail-oriented and have excellent organizational skills.
- Ability to work well independently and as part of a team.
- Excellent communication skills, including, but not limited to, the ability to effectively communicate both verbally and in writing.
- Strong time management skills, including ability to meet deadlines.
- Experience with creating, updating and resolving service requests in a service management system.
D. DRIVER’S LICENSE
- Must have a valid driver’s license.
- Must have a clean driving record, satisfactory to Tech Systems’ automobile insurance carrier.
E. PHYSICAL DEMANDS AND WORKING CONDITIONS
Job duties are performed remotely in an in-home office setting, requiring some travel to client site where applicable.
Shiftwork may be required for 24/7 coverage.
TECH SYSTEMS IS AN EQUAL OPPORTUNITY EMPLOYER
