Job description

Company: IPVideo, part of the Advance Convergence Group (ACG)

Title: Technical Support Representative I

Job Type - Full Time

Work Location: Remote – Must reside in the NYC area & be willing to work Pacific Time Zone hours.

OVERVIEW:

Successful candidate will be responsible for providing world-class technical support for our global customers utilizing our award-winning Halo Smart Sensor, ViewScan concealed weapons detection system and AVFusion audio visual solutions. Candidate will be responsible for answering technical support questions via telephone, email and other channels as defined. The ideal candidate will have both technical experience and a friendly approach to solving customer problems.

IPVideo is part of the Advance Convergence Group (ACG), a high growth company comprising award winning strategic business units that develop and integrate technology solutions for public and private clients globally. Over the last several years with strategic and continued investment, ACG has developed and launched exciting products into diverse, new, and growing sectors. ACG specializes in innovative enterprise physical security solutions, novel IoT sensing technology and solutions targeting air quality, advanced audio-visual systems, weapons detection, and STEM instructional technology.

The mission of each of these business units is to make the world a smarter and safer place.

POSITION SUMMARY:

The Technical Support Level I will provide customer support for all our current products. They will interact with customers to handle and resolve complaints and support issues. They are to ensure that excellence in customer service is provided to all customers and that cases are closed timely manner.

The employee should be knowledgeable to handle customer support cases and escalate cases that require further review, troubleshooting to technical support level II.

ESSENTIAL FUNCTIONS:

• Understanding of basic networking:DHCP / DNS / VLAN / LAN & WAN
• Experience with cloud applications
• Evaluate customer needs, define technical problems, and determine the appropriate solution.
• Assist customer with solution implementation.
• Work closely with Tier 2 support reps to determine and resolve customer solutions.
• Basic computer and technical skills:
• Microsoft office suite (Excel, Word, Power Point, Outlook)
• Has knowledge of all basic computer components (Motherboard, RAM, Power Supply, SATA Ports)
• Has knowledge of how to install a windows operating system from a bootable media.
• Can troubleshoot equipment components (Laptops, printers, servers, controllers) driver and or firmware issues.

QUALIFICATIONS & REQUIREMENTS:

• Technical support: 1 year (Preferred)
• Work authorization (Preferred)
• High School or equivalent required, 2- or 4-year college degree a plus.
• 1 year of full-time experience supporting and troubleshooting hardware and software technology.
• Knowledge of common network services & protocols: SMTP, TCP/IP, DHCP, DNS, Firewalls and/or VPN.
• Experience supporting conference room/ AV equipment (SMART boards, projectors, etc.).
• End-user training experience a plus.
• Experience with the Microsoft Windows platform 10 & 11.
• Professional certifications are a plus: Network+
• Excellent written and verbal communications skills, as well as presentation skills.
• Enjoys working with people over the phone and provides thorough follow-up to ensure problem resolution and customer satisfaction.
• Great problem-solving abilities
• Outstanding organizational skills
• Superior customer service orientation
• Strong attention to detail
• Ability to work independently with minimal supervision.

If you share our passion for making the world a smarter and safer place, then you belong with ACG.

IP Video Corporation is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Employment Opportunity Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class

Job Type: Full-time

Application Question(s):

• Are you willing to work PST hours?
• Do you live in the NYC metro area?

Education:

• High school or equivalent (Preferred)

Experience:

• DHCP: 1 year (Preferred)
• DNS: 1 year (Preferred)
• LAN: 1 year (Preferred)
• WAN: 1 year (Preferred)
• Technical support: 1 year (Preferred)

Work Location: Remote

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