Remote Technical Support Engineer

About the company:

Securitas Healthcare empowers caregivers to deliver connected, productive, and safe care. Our innovative portfolio of solutions helps hospitals, clinics, and senior living organizations protect people, use their assets efficiently, and understand their operations for a caring and healing environment. With deep roots in healthcare and a commitment to our customers’ long-term success, we are proud to work with over 15,000 providers worldwide across the care continuum. For more information, visit us at securitashealthcare.com. We need the best people to help us deliver on that mission. People who are inspired by our vision. People with individual imaginations, perspectives, and experiences. People who don’t just join us but add to us.

Position Summary

The Technical Support Engineer responds to situations where first-line product support on-site has failed to isolate or fix problems in malfunctioning equipment, software or solutions. The Support Engineer may be involved in customer installation or upgrades. Provides support to customer/users (i.e. field engineers and company representatives) where the product is highly technical or sophisticated in nature. Reports to Support Center Manager.

This is a remote position with working hours from 12PM PT to 8PM PT.

Essential Job Functions

• Provides support for all incoming and assigned customer cases via telephone and web-based CRM platform for all Securitas Healthcare products. Re-creating customer problems and testing customer configurations in-house to help diagnose problems.
• Escalates customer issues and requests assistance as appropriate.
• Acquires, maintains, and expands knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to quickly provide complete solutions.
• Performs at high performance level of response and resolution time, first-call-resolution and customer satisfaction.
• Workdays Monday – Friday. Available 24X7 based on rotation for customers calls.

Additional Responsibilities:

• Occasional travel to customer sites to perform on-site troubleshooting, upgrades, etc.

Education / Requisite Skills:

• 3 years of technical support experience required.
• 3-year hands-on experience with Linux and/or Windows Server 2008 and up-OS.
• Network troubleshooting skills
• Ability to work in a dynamic and challenging environment.
• Team player
• Fast learning curve with new technologies and products
• Excellent English verbal and writing communication skills.
• Hands-on experience with supporting applications that include software and hardware.
• A minimum of a High School Diploma is required.
• Travel Requirement: 25%

Preferred Education, Skills & Experience:

• Bachelor’s degree or formal education that is relevant to the job.
• Obtained OS certification.
• Supporting large scale companies and organizations in the healthcare industry
• Obtained network administrator certification.
• Experience with Cisco LWAPP Wi-Fi infrastructure – CCNA certified preferred.
• Advantage: Hands-on experience working Database
• Experience with 3rd party integrations (Ensemble, HTTP Post)

Supervisor’s Title: Technical Support Manager

Department Name: PSO Support

FLSA Status: Exempt, Full-time

EEO Statement: We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.

Reasonable accommodations will be made upon request to ensure qualified individuals with disabilities can perform the essential functions of this job.

I have read and understand the job requirements, responsibilities and expectations set forth in the job description provided for my position. I attest that I am able to perform the essential job functions as outlined with or without any reasonable accommodations.