Technical Support Representative – Digital Products & Networking at Vicon Industries

General characteristics

  • Location: Long Island, New York, USA
  • Salary: On Application
  • Job Type: Technical Support

About the position

We are looking for a talented and technically skilled ‘people-person’ who enjoys working with clients and is proud of his/her ability to provide superior customer service. Your base of operations will be our Corporate Headquarters in Hauppauge, NY. 

Key responsibilities

Some of your duties will include:

  • Provide both pre and post-sale Tier 1-2 level support to include the installation, troubleshooting, servicing, and project management of Vicon video management systems on-site, via telephone and/or remote connection.
  • Providing telephone, fax, email and on-site factory technical support and representation.
  • Conducting training sessions and workshops and assisting with product seminar and trade show set-up, teardown, and representation.
  • Performing site surveys and determining conceptual requirements of system designs and implementing with the support of Project Engineering, Technical Support and Inside Sales groups.
  • Responsible for the implementation of Beta programs including the installation, weekly evaluations and preparation of technical status reports. Creation of Technical FAQs and Technical Bulletins.
  • Test and replicate hardware and software networking and application issues.

Other desirable skills / acquirements

General skills:

  • Interest in both PC (hardware/software) and network technology
  • Excellent written and verbal communications skills, as well as presentation skills
  • Enjoys working with people over the phone and provides thorough follow-up to ensure problem resolution and customer satisfaction
  • Great problem solving abilities
  • Outstanding organizational skills
  • Superior customer service orientation
  • Strong attention to detail
  • Ability to work independently with minimal supervision
  • Ability to travel 25-50% of the time to customers’ sites. Most travel will occur between Monday-Thursday.

Experience

The following certifications are preferred but not required:

A+, Networking+, CCNA, MCSE or MCP

  • Minimum of 5 years’ experience in the PC/networking industry is preferred.
  • Knowledgeable in the troubleshooting of both hardware and software in a Windows environment.
  • Working knowledge of TCP/IP, Subnet masking, DHCP and Firewalls.
  • Working knowledge of routers, switchers, Wireshark, SAN, NAS, NAT, etc.
  • Prior experience in a technical support/help desk type position a plus.
  • Knowledge of CCTV, access control, digital video, video codecs, digital recording and video transmission a plus.

Contact person

Vicon HR Department

Published

18-01-2016

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