Senior Technical Support Specialist
On-siteLisbon, Lisbon, Portugal or Uxbridge, England, United Kingdom
Job Summary
Resolve critical customer issues related to Avigilon Alta Video and Access products via phone and digital escalation cases. Investigate escalated tickets by analyzing logs to determine root causes, identify bugs, and coordinate with Dev and Engineering teams while maintaining client communication. Serve as a subject matter expert for Alta cloud-based software and hardware, including cameras, access control, servers, and network integrations. Document all software, hardware, and network details in the case management system and contribute to the internal Knowledge Library. Collaborate with the technical support team through swarming sessions and assist with departmental projects as needed.
Required Qualifications
- Exceptional skills in problem solving & time management
- Manages customer expectations while working toward the cases logical resolution
- Reads, writes, and speaks English fluently
- Communicates complex technical problems and solutions to customers of all skill levels
- A self-starter who can work independently as well as in a team environment with minimal supervision
- Has a level temperament while handling high-stress situations
- Maintains effective communication with all stakeholders
- Prior experience supporting cloud based Access control and Video products
- Prior Linux Experience
- Agile, resourceful learner with strong attention to detail
- Display a working knowledge of Installing, configuring, and troubleshooting various operating systems, software, along with access control and video hardware
- Strong knowledge of IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
- 3+ years of support experience
- A bachelor's degree in IT/Computer Science (or equivalent experience)
- Legal authorization to work in the UK or Europe (Poland or Portugal) indefinitely
Desired Qualifications
- Exceptional skills in problem solving & time management
- Manages customer expectations while working toward the cases logical resolution
- Reads, writes, and speaks English fluently
- Communicates complex technical problems and solutions to customers of all skill levels while being personable
- A self-starter who can work independently as well as in a team environment with minimal supervision
- Has a level temperament while handling high-stress situations & maintains effective communication with all stakeholders
- Prior experience supporting cloud based Access control and Video products
- Prior Linux Experience preferred
- Desire to constantly learn and evolve at the same pace as the product cycles
- Agile, resourceful learner with strong attention to detail
- Display a working knowledge of Installing, configuring, and troubleshooting various operating systems, software, along with access control and video hardware
- Strong knowledge of IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
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