Axis Communications · 2 days ago
Technical Services Engineer-Tier II
Chelmsford, MA
Full-time
Hybrid
Entry, Mid Level
$75K/yr - $80K/yr
2+ years expAxis Communications is a network technology company that provides cutting-edge security solutions across the globe. They are seeking a Technical Services Engineer-Tier II to troubleshoot and resolve configuration, network, and software issues for their IP network cameras and security solutions, while providing world-class technical support to partners and end customers.
Customer ServiceIntelligent SystemsSecurity
Responsibilities
Provide world-class technical support for partners and end customers via inbound telephone, online helpdesk, and live chat cases
Manage a high work volume with time-bound constraints
Analyze problems and identify solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations
Ensure escalations and handoffs are efficient by documenting cases clearly and completely
Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution
Develop subject matter expertise and train/mentor others
Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer’s problem
Qualification
Required
Minimum 2 years' experience in a call center-type environment with an excellent customer service background
Knowledge of network routing and switching protocols
Experience configuring PCs, installing various operating systems and software applications
Experience configuring switches, routers, and other network-related components
Ability to resolve issues and troubleshoot in an unscripted manner
Excellent communication and interpersonal skills
Self-motivated and energetic with a positive approach to problem solving
Eye for details with good time management skills - must be able to handle multiple issues in an organized manner
Preferred
Fundamental understanding of physical access control and security systems
Experience with Salesforce Service Cloud CRM system/help desk applications
CCTV/IP Camera installation/configuration
Basic understanding of electricity concepts
Professional degrees/certifications: CompTIA, Cisco, Microsoft, PSP, etc
Secondary language skill: Spanish, Portuguese, French
Benefits
Employer-offered training
Tuition reimbursement
Health, dental, vision, and fitness/health and wellness programs
Paid parental leave
Dependent care reimbursement account
Generous vacation benefit
3-week sabbatical on your 5-year anniversary (and every 5 years after!)
401(k) program
Employer matching
Company
Axis Communications
Axis enables a smarter and safer world by creating solutions for improving security and business performance.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2018-01-01Post Ipo Equity
2015-02-10Acquired
2000-06-27IPO
Leadership Team
Johan Paulsson
CTO
Fredrik Sjöstrand
CFO
Recent News
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