Tier 3 Support Engineer
- Full-Time
- Dallas, TX
- G4S
- Posted 3 years ago – Accepting applications
Job Description
Job Introduction
AMAG Technology is searching for an experienced Tier 3 Technical Support Engineer to resolve complex and unique technological issues with electronic security systems.
Main Responsibilities
Provide Exceptional Customer Service at all times, responding positively when under pressure.
Provide support for AMAG software, hardware, and access control systems.
Provide support for Symmetry including all strategic 3rd party integrations (Intrusion, Intercom, IP Video).
Prepare documentation for Tier 3 services rendered including onsite trip reports when travel has become necessary
Travel to customer sites as necessary to test, troubleshoot, and resolve product problems
Provide Tier 2 level phone support duties when not performing onsite services and take ownership of tickets that aren’t resolved in a timely fashion
Work closely with Technical Services, Hardware and Software Engineers to gain competence in the product’s operational characteristics.
Support other departments in need of Technical Services when necessary
Develop test fixtures to carry out tasks associated with issues reported in a manner that will simulate the product's intended operating environment.
Conduct tests on new components, assemblies, and systems, based on written or oral procedures and instructions.
Maintenance of tech support hardware systems (servers, hubs, switches, routers) and software systems including Windows Server, Terminal services, Virtual Machines
Installation, upgrade, support of systems hardware and software and server/network problem identification and resolution.
Serve as a senior LAN Administrator to identify, design, implement and plan network, hardware and software needs.
Design networks, optimize LAN performance and resolve connectivity issues, including LAN/WAN connectivity issues as needed to technical support hardware.
Develop and maintain server configuration standards for assigned servers for tech support.
The Ideal Candidate
Bachelor's degree in computer science, specialized computer systems training, or work equivalent.
2 to 5 years of experience working with access control systems, AMAG preferred
A combination of experience and education will be considered
Certified Information Systems Security Professional (CISSP) or other industry certification preferred.
Strong organizational, analytical, and interpersonal skills with the ability to communicate complex technical concepts effectively both orally and in writing.
Ability to execute with a sense of urgency and multi-task and to deal with conflict / crisis (i.e. realize something is important or will quickly become critical) on large-scale products
Knowledge of tools of the trade i.e. Multimeters, Oscilloscopes, Software utilities, and Microsoft diagnostic software Analyzers.
Strong knowledge of SQL and information security disciplines.
Comprehensive understanding of Microsoft client and server operating systems, Microsoft Cluster software, NEC Express Cluster, and associated installation, configuration, support and management best practices preferred.
Thorough knowledge in IP, DNS, AD and firewall configuration.
Experience in dealing with PC hardware and software manufacturers and dealers and possess the ability to plan and direct the growth and expansion of PC networks, both wide area and local to train new users concerning LAN/WAN networks
About The Company
AMAG Technology is part of G4S, the world’s largest security company. AMAG Technology, Inc's Symmetry Security Management Systems can be found in a wide spectrum of markets: government, commercial, education, transportation, healthcare, retail and banking.
AMAG Technology has been at the leading edge of access control technology for over 30 years. As AMAG Technology looks to the future, the next generation of products will bring the core aspects of security to the next step beyond integrated solutions – Symmetry™.
Why Work for AMAG?
Competitive Salary
Medical, Dental, Vision, and Disability Plans
Life Insurance
Flexible Spending Accounts
Employee Assistance Program
401(k) match
Paid Time Off & Paid Holidays
Employee referral program
Tuition Reimbursement
Professional Certification Reimbursement
Equal Opportunity Employer/Minorities/Female/Disabled/Veteran/Sexual Orientation/Gender Identity
VEVRAA Federal Contractor
Apply to this Job
AMAG Technology is searching for an experienced Tier 3 Technical Support Engineer to resolve complex and unique technological issues with electronic security systems.
Main Responsibilities
Provide Exceptional Customer Service at all times, responding positively when under pressure.
Provide support for AMAG software, hardware, and access control systems.
Provide support for Symmetry including all strategic 3rd party integrations (Intrusion, Intercom, IP Video).
Prepare documentation for Tier 3 services rendered including onsite trip reports when travel has become necessary
Travel to customer sites as necessary to test, troubleshoot, and resolve product problems
Provide Tier 2 level phone support duties when not performing onsite services and take ownership of tickets that aren’t resolved in a timely fashion
Work closely with Technical Services, Hardware and Software Engineers to gain competence in the product’s operational characteristics.
Support other departments in need of Technical Services when necessary
Develop test fixtures to carry out tasks associated with issues reported in a manner that will simulate the product's intended operating environment.
Conduct tests on new components, assemblies, and systems, based on written or oral procedures and instructions.
Maintenance of tech support hardware systems (servers, hubs, switches, routers) and software systems including Windows Server, Terminal services, Virtual Machines
Installation, upgrade, support of systems hardware and software and server/network problem identification and resolution.
Serve as a senior LAN Administrator to identify, design, implement and plan network, hardware and software needs.
Design networks, optimize LAN performance and resolve connectivity issues, including LAN/WAN connectivity issues as needed to technical support hardware.
Develop and maintain server configuration standards for assigned servers for tech support.
The Ideal Candidate
Bachelor's degree in computer science, specialized computer systems training, or work equivalent.
2 to 5 years of experience working with access control systems, AMAG preferred
A combination of experience and education will be considered
Certified Information Systems Security Professional (CISSP) or other industry certification preferred.
Strong organizational, analytical, and interpersonal skills with the ability to communicate complex technical concepts effectively both orally and in writing.
Ability to execute with a sense of urgency and multi-task and to deal with conflict / crisis (i.e. realize something is important or will quickly become critical) on large-scale products
Knowledge of tools of the trade i.e. Multimeters, Oscilloscopes, Software utilities, and Microsoft diagnostic software Analyzers.
Strong knowledge of SQL and information security disciplines.
Comprehensive understanding of Microsoft client and server operating systems, Microsoft Cluster software, NEC Express Cluster, and associated installation, configuration, support and management best practices preferred.
Thorough knowledge in IP, DNS, AD and firewall configuration.
Experience in dealing with PC hardware and software manufacturers and dealers and possess the ability to plan and direct the growth and expansion of PC networks, both wide area and local to train new users concerning LAN/WAN networks
About The Company
AMAG Technology is part of G4S, the world’s largest security company. AMAG Technology, Inc's Symmetry Security Management Systems can be found in a wide spectrum of markets: government, commercial, education, transportation, healthcare, retail and banking.
AMAG Technology has been at the leading edge of access control technology for over 30 years. As AMAG Technology looks to the future, the next generation of products will bring the core aspects of security to the next step beyond integrated solutions – Symmetry™.
Why Work for AMAG?
Competitive Salary
Medical, Dental, Vision, and Disability Plans
Life Insurance
Flexible Spending Accounts
Employee Assistance Program
401(k) match
Paid Time Off & Paid Holidays
Employee referral program
Tuition Reimbursement
Professional Certification Reimbursement
Equal Opportunity Employer/Minorities/Female/Disabled/Veteran/Sexual Orientation/Gender Identity
VEVRAA Federal Contractor