Technical Support Engineer

Overview

About The Company Securitas Healthcare empowers caregivers to deliver connected, productive, and safe care. Our innovative portfolio of solutions helps hospitals, clinics, and senior living organizations protect people, use their assets efficiently, and understand their operations for a caring and healing environment. We have deep roots in healthcare and a commitment to our customers’ long-term success, and we work with providers worldwide across the care continuum.

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We are looking for the best people to help us deliver on that mission—people who are inspired by our vision, who bring their individual imaginations, perspectives, and experiences, and who add to us.

Tier I Support Engineer will provide basic technical support to customers via phone, email,  system, and occasionally onsite. The role requires a basic understanding of the organization’s products and services. You will work within a tiered technical support structure and communicate effectively with team members. You should be self-motivated, organized, and eager to learn, and be able to communicate with your team in person and remotely.

Daily duties include first-line customer communications, opening tickets as needed, discussing upgrades, and escalating cases to higher tiers.

This is a hybrid role, requiring in-person attendance at one of our Securitas locations in Lincoln, NE or Wilmington, DE, for three days each week.

• Provide technical support for Securitas Healthcare products.
• Function as the primary customer contact for issues through telephone and web-based technical support for all Securitas Healthcare products.
• Maintain or access a working lab to reproduce customer issues, test, and provide feedback.
• Collect pertinent data and escalate customer issues to higher tiers.
• Participate in on-call rotation for after-hours phone support.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of delivery to provide technically accurate and complete solutions.
• Adhere to organizational goals.
• Occasional travel to customer sites to perform on-site troubleshooting, training, audits, implementations, etc.
• Other duties as assigned.

• Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.

• Associate degree or accredited certification in electronics, computer science, or network communication and/or the equivalent education and experience in a technical setting.
• Minimum of 2 years of experience in a technical support center, customer service environment, or customer-facing role in a fast-paced environment.
• Strong analytical and troubleshooting skills with the ability to think logically.
• Excellent written and verbal communication skills in English; ability to convey complex directions by phone.
• Self-motivated self-starter; able to work in a team or remote environment.
• Ability to work in a fast-paced, multi-task, high-intensity environment and de-escalate tense situations.
• Intermediate computer knowledge; basic wired/wireless network knowledge is required.
• Basic knowledge of RF, BLE, LF & EMI.
• Experience with installation, configuration, support, and troubleshooting of security/telecommunication systems (electronics, low voltage components, access control, CCTV, IP networking).
• Familiarity with inventory control and record-keeping.
• Understanding of basic electronics concepts.

Job Title: Technical Support Engineer Tier 1
Supervisor’s

Title:

Technical Support Manager
Department: TSO
Exempt, Full-time, M-F

We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance, and Helpfulness are demonstrated daily by our employees to our customers and the communities we service.