Vector Security Networks is hiring for Technical Service Representative in Gainesville VA. The Technical Services Rep will provide timely and accurate support via phone, email, or workflow applications to both internal and external personnel. Identify and provide solutions/tips to resolve common/known technology issues, document items for record, and provide next steps for support resolution. Train end users in proper use of their systems as needed.

Main Responsibilities:

Technical Support

• Review, process, and provide basic technical support for all inbound requests.
• Create WO’s based on technician need and outlined customer procedures.
• Utilize established company guidelines and procedures, provide basic technical support for the installation and maintenance of equipment and setup of customer configurations.
• Validate issues reported via vendor applications. May include providing basic user support/training to customers.

Research Requests

• Resolve support and research requests generated by internal teams or hardware monitoring within 24 hours of receipt.
• Monitor and process support requests submitted via Microsoft Dynamics utilizing established company guidelines and procedures, vendor software, and knowledge bases. May include connecting to equipment remotely and/or contacting customer site personnel to triage or validate requests.

Update and maintain department resources.

• Assist with the gathering and upkeep of department resources such as customer equipment profiles, configuration databases, knowledge articles, and remote connection utilities.
• Gather information and document based on support being performed.

Communication and Resolution

• Initiate next steps to complete requests to resolution.
• Properly escalate unresolved issues to appropriate internal teams.
• Utilize established customer procedures and deductive reasoning skills.
• Identify and submit necessary requests for next steps to resolve or forward to the appropriate team for additional troubleshooting. This includes gathering necessary information for customer approvals, equipment repairs, and product returns.

Company Overview:

Why join us?

We are the fourth largest security integrator in the country and have proudly been installing innovative security and smart automation solutions in homes and businesses for more than 50 years. Our purpose is to make our world more secure, connected, and empowered, one customer at a time.

Our Values:

• Win as a team.
• Do the right thing.
• Make a difference every day.
• Get it done.
• Think big.

If you share these ideals, we’d love to hear from you!

Benefits:

Along with competitive compensation and career advancement opportunities, we offer a comprehensive “Total Rewards” package. Qualifying employees receive:

• Medical, dental, and vision coverage
• Company paid life and AD&D insurance
• Company paid short- and long-term disability
• Voluntary benefit products
• 401k retirement savings plan
• Paid time off for vacation, sick days and floating holidays
• Tuition reimbursement
• Employee Assistance Program (EAP)

Vector Security is a Drug-Free Workplace

Vector Security is an Equal Opportunity Employer

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, transgender, national origin, veteran or disability status.

Experience

• Basic networking and hardware experience preferred.
• >1 year of helpdesk experience

Education

• High School or better

Skills

• Microsoft Office
• Organization
• Communication

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)