Job Description
JOB SUMMARY
MTG provides technology installation and support services to commercial businesses on both a local and national level. The Technical Support Specialist Level 3 - QA will provide customer-focused, technology and IT-related support to our customers and our internal staff.
The Technical Support Specialist - QA will be working in Level 3 support. Level 3 is an escalation point responsible for troubleshooting, programming, maintaining, and servicing clients remotely. In addition, this position will audit installations to ensure compliance with MTG standards.
The Technical Support Specialist Level 3 - QA must provide excellent customer service and maintain strong professional relationships with our customers, suppliers, and Local Service Partners (LSPs). The position demands a technical aptitude, thorough knowledge of low voltage systems, ability to stay organized, multi-tasking capabilities, and strong communication (verbal and written) skills.
Candidates must reside in the Twin Cities area and be willing to work on-site. Must be willing to travel up to 60%.
This position will report to the Manager of Technical Services.
KEY DUTIES AND RESPONSIBILITIES
- Support Customers, Coordinators, Field Technicians, and Project Managers with technical advice, troubleshooting, and resources
- Provide systems management (operating system, database administration, server, and workstation support), troubleshooting, and technical consultation support to clients and fellow employees. Primary areas of support include:
- Remote support of client’s mission-critical server(s)
- Operating system administration for Windows, UNIX/Linux, or Web servers
- Network device troubleshooting
- Point of sale hardware configuration and troubleshooting
- Database administration (Microsoft SQL)
- Assist with designing Card Access, Video, and Intrusion systems
- Troubleshoot installation issues and resolve programming challenges
- Quickly identify and escalate more complex technical issues to the proper resource
- Provide remote and onsite equipment programming
- Provide remote and onsite commissioning
- Provide remote and onsite Quality Assurance audits
- Create and maintain all quality documentation related to audits
- Report to management on quality issues, trends, and effectiveness
- Serve as an expert in low voltage technologies and have a working knowledge of multiple technologies that may support multiple sites
- Provide intermediate technical direction and assistance to customers regarding the use of product lines and facilitate account management in coordination with the Sales Team
- Respond to complex questions and concerns from customers regarding product lines and general performance requirements
- Serve as an operational advisor to customers by applying general quality tools and analytical concepts to assist with improving product quality, efficiency, and line design
- Serves as liaison with sales by interacting with line management and personnel, developing a complete understanding of needs, operations, and recommendations
- Provide excellent customer service and maintain strong professional relationships with clients, vendors, partners, and fellow employees
- Ability to be on-call after hours and on weekends on a rotational basis
- Minimum of five (5) years of experience installing and configuring Video, Electronic Access Control, and Intrusion systems
- One or more of the following certifications:
- Comp TIA NET+, ESNT, NICET Videos Security System Technician, ESA NTS Certification, AXIS Network Video, Milestone, GENETEC, Exacq Technologies, Open Options, BOSCH, KeyScan, American Dynamics, MN Power Limited Technician license
- Ability to travel up to 60%
- Ability to get NET + Certification
- Understanding the low voltage system needs in different environments (retail, distribution centers, healthcare, education, office, government)
- Strong familiarity with National Electrical Code (NEC)
- Strong time management and organizational skills
- Solid problem-solving, decision-making abilities
- Willing and able to multi-task in a fast-paced, multi-project-based environment
- Computer proficiency in a Windows environment using MS Office (Outlook, Excel, Word) and other common programs
- Strong written and oral communication skills
- Working knowledge of a broad range of software programming and installation tools
- Strong installation, programming, and training experience
- Ability to meet expected levels of quality and customer satisfaction
- Ability to complete assigned tasks in a timely manner and meet project deadlines
- Ability to be a valuable member of a project team and willingness to maintain a “whatever it takes” attitude
- Quality and effectiveness of:
- Analyzing facts, problem-solving, decision-making, and demonstrating sound judgment
- Written communications such as emails, letters, reports, etc.
- Ability to work in a team environment and maintain effective working relationships with fellow employees
- Reliability (attendance, punctuality, meeting deadlines, etc.
- Alignment with and demonstration of MTG’s Core Values:
- People First: Exceed customer expectations of responsiveness, performance, communication, and customer service
- Above and Beyond: Consistently doing more than what is reasonably expected with a “whatever it takes” attitude
- Sense of Urgency: Prioritizing tasks and maintaining focus to achieve results by responding to questions and requests in a timely manner
- Team Player: Maintaining a positive attitude and treating others in a respectful and supportive manner. Willingness to share knowledge and best trade practices with fellow employees
- Do the Right Thing: Always act with honesty and integrity to inspire the trust of others