Technical Support Engineer

Our client is looking for a Technical Support Engineer for a perm role in Alpharetta, GA. The position is responsible for supporting our access control panels, biometric chip/hardware components, as well as various RFID readers and software’s. Primary support activities include responding to e-mail and inbound phone requests for assistance with installing, operating and trouble-shooting products.

Skills:

• Associate's degree (A.A.), technical school or equivalent, one to three years related experience, or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Customer service experience
• Computer savvy
• Commitment to excellence and high standards.
• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow. - Strong interpersonal skills.
• Basic understanding of Hand tools (ex. screwdrivers, plyers, drills, ect.)
• Ability to understand and follow written and verbal instructions
• Ability to deal effectively with a diversity of individuals at all organizational levels.
• Basic understanding of I.P. systems and network fundamentals.
• Good judgement with the ability to make timely and sound decisions
• Ability to adapt to clients’ needs within a troubleshooting scenario.
• Creative, flexible, and innovative team player
• Ability to work independently or as a team player
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

Responsibilities:

• Performs remote troubleshooting of hardware and software, and component replacement, installation, and repair.
• Provides intermediate to advanced product education to customers and staff.
• Tests and debugs software and hardware updates.
• Performs Quality Control (QC) on factory shipments.
• Installs and configures computer hardware operating systems and applications.
• Talks staff or clients through a series of actions, face to face, over the telephone or via email to help set up systems or resolve issues.
• Troubleshoots system and network problems and diagnoses and solves hardware or software faults.
• Provides procedural documentation and relevant reports.
• Interacts with overseas team when necessary to establish further support for more advanced troubleshooting.
• Learns updated information and skills relevant to role as new products and technology progresses. Follows diagrams and written instructions to repair a fault or set up a system.
• Responds quickly to customer support calls and emails. Performs other duties as assigned by management.