Senior Technical Support Specialist
On-siteLisbon, Lisbon, Portugal or Krakow, Łódź Voivodeship, Republic of Poland
Job Summary
Resolve critical customer issues related to Avigilon Alta Video and Access products via phone and digital escalation cases. Maintain superior knowledge of cloud-based VMS software, hardware, and 3rd party integrations while investigating escalated cases through log analysis and root cause identification. Collaborate with Technical Support and Dev teams via swarming and escalations to identify bugs or functional issues, documenting all software, hardware, and network details in the case management system. Serve as a subject matter expert within the team, providing white-glove service and assisting leadership with knowledge transfer through training and mentoring sessions. Prioritize between swarming tasks, case management, and escalations while contributing to the departmental Knowledge Library.
Required Qualifications
- 3+ years of support experience
- Bachelor's degree in IT/Computer Science
- 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
- 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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