This position will be responsible for providing remote Level 2 technical support in form of responding to customer calls or emails, incident triage and acknowledgement, status updates and other ITIL based L2 activities, for the Sensormatic Solutions Loss Prevention & Security products implemented at Retail customers premises, globally. Skills Summary : 5 Years of L2/L1 Support experience in End user support/Desktop support - Windows operating system - Local and Network Installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands 3 Years as L2/L1 Support Specialist in End user support/Desktop support - Hardware that includes Video conference, Standard Desktop and laptop, Printer, Plotter, Scanner, Desk Phone, IMAC-D etc Mandatory Skills and Experience: Bachelors in CS or IT or equivalent CCNA (Collaboration/Security/Cloud) or MCSE (Business Applications/Cloud Platform and Infrastructure) or similar certification Minimum 5 years of ITIL based full cycle remote L2 Technical Support involving enterprise level both H/W and S/W systems. Have experience on L2 support for enterprise Electronic Article Surveillance and CCTV security systems. Strong hardware diagnostics skill involving remote EAS systems. Must possess a solid understanding of Microsoft Windows server and desktop operating systems. Ability to interact with customers professionally. Desirable: IT Security Management/ Cloud Computing Certification Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas. Must possess excellent problem solving and communication skills. Must be flexible, dependable and able to multi-task with priority. Able to Lead and guide the team, able to resolve tough business problems and prepare documentation for future use. Advanced CCNP certification or equivalent Must possess excellent troubleshooting & simulating experience in HW and NW domain. Job Responsibilities: Provide technical assistance and consultancy to RDC Analysts on various Sensormatic products. Take ownership of customer issues escalated from Support Analysts Provide remote support for various hardware issues (involving CCTV Systems, temperature sensors and other EAS devices) in the customer environment. Perform in-depth problem analysis and isolate problems of local or enterprise-wide scope Coordinate documentation of customer problem report in preparation for 3rd level escalation. Ensure efficient telephone queue and inbound email queue coverage. Achieve and maintain targeted performance metrics per established RDC team goals. Contribute new or updated technical or procedural content to the technical support knowledge base.
