Remote System Support Engineer

Remote System Support Engineer Job Description:

As a Remote System Support Engineer, you will be responsible for providing technical assistance and support to our clients and internal teams. This role involves leveraging application monitoring tools to help in identifying and troubleshooting hardware and software issues, remotely responding to client generated service requests, and ensuring the smooth operation of our client systems. If you thrive in a remote work environment [hybrid in office (3) and from home (2)] and have a strong technical background, we invite you to apply.

Key Responsibilities:

• Remote Technical Support:
  • Respond promptly to user inquiries and provide technical support via email, phone, or remote assistance tools.
  • Diagnose and resolve hardware, software, and network issues.
  • Remotely support on-site service technicians for tier 2 issues as needed
  • Remotely support on-site project technicians for tier 2 system configurations or issues as needed
  • Provide training support for end-users on system functionalities (as needed/assigned)
• System Monitoring and Maintenance:
  • On a scheduled basis, review system performance monitoring reports and address any issues proactively
  • On a scheduled basis, Perform routine maintenance tasks to ensure the stability and reliability of our deployed systems
  • Perform life cycle management through review and documentation of end of life system devices, and servers
• System Documentation:
  • Create user-friendly documentation for common issues and solutions by client site (as applicable), system type etc.
  • Keep internal client site documentation (IP information, username/passwords/ asset lists) up to date
  • Maintain SIGNET encrypted password repository
    • Update and onboard client environment passwords as needed

• Collaboration with Internal Teams:
  • Collaborate with other application engineers, system engineering professionals, mfg. technical support, SIGNET service and project teams to resolve complex technical issues.
  • Escalate issues to the appropriate teams when necessary.
• Hardware and Software Installations:
  • Assist in the installation, configuration, and maintenance of hardware and software.
  • Coordinate with service, project team, and sales for equipment purchases and replacements,

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field preferred
• 2-4 years’ experience in technical support role, Systems Engineer role, or similar
• 2-4 years’ experience in the installation, support, and configuration of relevant technologies and computing platforms, networking, operating systems, and troubleshooting methodologies.
• Familiarity with remote assistance tools and ticketing systems.
• Excellent communication and customer service skills.
• Experience working with security applications such as Genetec, Avigilon, Milestone, LenelS2, Brivo, Eagle Eye or equal. Certifications preferred
• Experience with security device programming or support such as Axis, Hanwha/Samsung, Bosch, Panasonic, Avigilon or equal. Certifications preferred
• Off hours may be required pending client escalations and priority 1/2 ticket events

Physical requirements

Must be able to see and hear and must be able to distinguish between colors (naturally or with correction); speak clearly; regularly use hands and fingers to handle, control and utilize computers