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Help Desk Support

PDS Tech, Inc. is seeking a Level 2 Help Desk Support for an open position in Pittsford, NY.
Position Purpose:
+ If you thrive in a fast-paced environment and are looking for an opportunity to build your technical skills, join us as a Technical Support Specialist and provide technical support via telephone and email to Lenel customers. The purpose of this role is to retain and encourage increased business from customers by efficiently and courteously satisfying the customer?s needs on an ongoing basis.
Essential Job Functions:
+ Answer incoming phone calls, emails, and other inquiries into the Lenel Technical Support Center.
+ Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes. This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation.
+ Utilize internal tools such as: SalesLogix, Knowledge Base, DevTrack, HP Quality Center, SharePoint, Google, etc. to research problems for known and existing solutions.
+ Follow documented processes to ensure callers are certified as outlined in the Value Added Reseller (VAR) certification program and have current qualified support agreements in place. Assist with testing on new/existing products.
+ Continually utilize the TSG wall board to assess daily performance.
Work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels.
Skill Training:
+ Lenel provides complete certification training to become capable in supporting our range of security products. We also offer ongoing training and recertification to keep you on the cuting edge of knowledge and skill. Technical Support Specialists also undergo a period of job shadowing and mentoring before becoming capable and confident in handling technical calls on their own.
+ OnGuard Hardware and Software Fundamentals
+ Advanced Access Control
+ OnGuard Digital Video
+ Prism Video
+ VOC/Ultraview
+ Credentialing Technology and & Biometrics
+ Enterprise Overview
+ Wireless Lock Technology
+ SQL Database Fundamentals
+ DataConduiT
+ DataExchange
+ Custom Reports
+ NGP
+ Intrusion
+ Sound Networking Essentials
+ NEC Workshop
Education Requirements
+ High School Diploma/GED minimum with a minimum 4 years of related experience
+ Associates degree in Computer Science, IT, or electronics (preferred)
+ Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred)
Technical Qualifications
+ 2 years? experience in customer service and/or technical help desk
+ Strong knowledge of SQL database engines required
+ Experience working with currently supported operating systems, including the latest commercially supported Microsoft Operating systems
+ Understanding of basic AC and DC circuitry and electronics
+ Comprehensive understanding of current network topologies and protocols
+ Experience in Access Control, Video, Intrusion and related technologies a plus
+ Advanced knowledge of digital and analog video platforms
+ Understanding of network packet analysis software such as Wireshark Other Qualifications
+ Excellent listening, verbal, and written communication skills
+ Excellent interpersonal skills, ability to work well with customers, peers, management and other departments
+ Must have the ability to multitask and work independently
+ Must be detailed oriented in order to effectively resolve technical customer issues
+ Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision making skills
+ Ability to meet tight deadlines and adapt to change Language Proficiency
+ Bi-Lingual English, Spanish, French and Portuguese proficiency a plus
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.


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