Technical Support Engineer
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Job Description
Technical Support Engineer - **2 Openings*
Start: ASAP
Location: Pittsford, NY - work is onsite so all candidates MUST be local
Contract Length: 8 months, possible to extend
Pay: 25.00 - 30.00 per hour (depending on experience)
Responsibilities:
Respond to technical issues surrounding a combination of OnGuard, Netbox, and Elements Ecosystems, primarily by telephone, then e-mail and web or from other team members
Interface directly with customers at various stages of the problem resolution process including, understanding customer issues, replicating customer configuration and environment (when needed), communicating action plans for resolution, explaining developments, and conveying resolution
Thoroughly gather all required data and more, if possible, document all support cases in detail, troubleshoot, reproduce, escalate to senior staff when needed and raise escalation engagements as directed
Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
Work directly with other technical support staff, quality assurance, senior technical support engineers, team leads, development escalation engineers, and sustaining engineering/new product development to resolve problems adhering to any technical support department (TSG) escalation processes, while maintaining the company objectives
Manage your own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers and providing updates accordingly staying within TSG SLAs (Service Level Agreement)
Assist with support verification projects providing a UAT smoke test of upcoming releases and/or hot fixes
Contribute content to our growing knowledge base.
Be familiar with any combo of Ecosystems your manager has outlined, 3rd party integrations, internal support workflows and best practices, platform tools, communication tools and methods
Required Qualifications:
High School Diploma or GED
2+ years experience in customer service or technical help desk
1+ years experience with resolving complex technical issues through research, log analysis, issue reproduction, or advanced troubleshooting
Preferred Qualifications:
Associate degree in computer science, IT, electronics, or equivalent experience with supporting software-based products or Access Control systems.
Technical certifications such as A+/Net+/MSSQL/MCP/MCSE/MCDBA
Understanding of basic AC and DC circuitry and electronics
Advanced Knowledge of SQL database engines
Advanced experience in Access Control, Video, Intrusion, and related technologies
Excellent listening, verbal, and written communication skills
Professional telephone manner and outstanding customer service skills
Ability to multitask and work independently
Detail oriented to effectively resolve technical customer issues
Enthusiastic, self-motivated and demonstrate excellent problem solving and decision-making skills
Ability to meet tight deadlines and adapt to change
Excellent interpersonal skills, ability to work well with customers, peers, team leads, management, and other departments.
Experience working with currently supported Linux operating systems
Experience with virtualization technology (VirtualBox)
Knowledge of TCP/IP, DNS (Domain Name System), SSL (Secure Sockets Layer) and other networking concepts.
Understanding of Access Control components such as electrified locks, door contacts, card readers
Previous technical support experience
Proficiency in Salesforce
Pay Details: 25.00 to 30.00 per hour
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.pdstech.com/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
PDS Tech Commercial has staffing partnerships with leading organizations based in the United States and globally. We hire jobseekers daily for openings across skill categories, including Engineering, IT, Business Professional, Administrative, Accounting/Finance, Skilled Trades and Industrial.
We offer eligible associates an ala carte benefits package, that can include direct deposit, free career counseling, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonuses, and an affordable medical coverage plan.
Now part of The Adecco Group, our shared synergies combined with the investment Adecco continues to make in PDS offers significant advantages to both clients and associates alike. We share Adecco s dedication to unlocking our Associates potential by unleashing the Future@Work and to the importance of human and labor rights, diversity and inclusion, environmental responsibility, and more.
