Technical Support Specialist

Quick Facts

• Role: Technical Support Specialist
• Support channels: Phone, email, live chat, remote sessions
• Focus: Cloud platforms, CCTV/video security, and access control systems

Description

Provide technical assistance to global customers through phone, email, live chat, and remote sessions. Diagnose and resolve complex software and hardware issues across cloud platforms, CCTV, and access control systems, including network/data troubleshooting and log-based root-cause analysis. Document case details in a CRM and contribute to a Knowledge Centered Service (KCS) environment by creating and updating knowledge base articles.

Requirements

• 2+ years of experience in Technical Support, Customer Service, or Helpdesk (preferably enterprise applications)
• Fluency in English (written and oral)
• Ability to explain complex technical concepts to customers of all skill levels
• Experience managing expectations during complex troubleshooting for critical issues
• Problem-solving mindset: collect relevant data, review logs, multitask in a fast-paced environment
• Self-starter who can work independently with minimal supervision and collaborate effectively
• Working knowledge of networking fundamentals: TCP/IP, Ethernet, VoIP, switches, DNS, DHCP, NAT, firewalls
• General understanding of web protocols: HTTP/HTTPS and TLS
• Experience installing, configuring, or troubleshooting Windows (Server 2012–2019, Windows 7/10), Mac, or Linux
• Ability to troubleshoot software and hardware, including video surveillance cameras and access control systems

Benefits

• Support industry-leading platforms that protect customer assets
• Work closely with regional and global support teams and internal stakeholders
• Continuous learning to keep up with new skills, technologies, and products