Technical Support Specialist - Tier II (Video)
$65,000–$70,000 year
On-site · Santa Ana, California, United States
Job Summary
Technical Support Specialist Level II for Hirsch’s video and access-control technologies. Responsible for inbound/outbound technical support, diagnosing hardware/software/network issues, configuring cameras and network hardware, managing Video Management System (VMS) and NVR/HVR equipment, and escalating to Level III as needed. Key duties include documenting cases thoroughly, troubleshooting and resolving issues, configuring hardware (mixed analog/IP cameras), installing network gear, handling video data backups/archives, and acting as a trusted advisor to customers. Requires 3+ years of VMS/NVR experience, IP video and IT familiarity, strong customer service and communication skills, and ability to work independently or with a team. Salary range is $65,000-$70,000 per year. Location: Santa Ana, CA (US); on-site role.
Required Qualifications
- 3+ years installing/servicing Video Management Systems (VMS) or Network Video Recorders (NVRs)
- IP Video and IT Experience
- Experience with Video Analytics (preferred)
- Experience with Video Storage
- Store and retrieve video data from VMS Servers, NVRs/HVRs and NAS/SAN Storage
- Ability to diagnose problems
- Ability to actively participate in team support by proposing and implementing solutions
- Exceptional customer service, overall communication and technical writing skills
- Ability to communicate and work with other internal departments
- Ability to work independently with minimal management supervision and as part of team
- Demonstrated aptitude for providing exceptional customer service in politically charged environments
- Basic Video Product knowledge
- Entry level networking concepts
- Basic knowledge of Domains, servers, clients
- Experience with virtualization technology including VM Ware or Microsoft Virtual Server
- Basic Product knowledge and Understanding of Operating Systems
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