Job Details

About the Company:

Securitas Healthcare empowers caregivers to deliver connected, productive, and safe care. Our innovative solutions help hospitals, clinics, and senior living organizations protect people, optimize resources, and enhance operational insights for a healing environment. With a commitment to our customers' long-term success, we proudly partner with over 15,000 providers globally across the care continuum. We seek passionate individuals who are inspired by our vision and willing to contribute their unique perspectives and experiences.

Position Summary

Join us as a Technical Support Engineer, where you'll play a crucial role in resolving complex technical challenges as part of a dedicated support team. Utilizing your expertise, you'll assist customers and field engineers when initial support has not resolved their concerns. Your involvement may also include customer installation or upgrades, while directly reporting to the Support Center Manager.

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

Essential Job Functions

• Provide expert support for customer inquiries on all Securitas Healthcare products via phone and web-based CRM.
• Reproduce customer issues and test configurations to diagnose problems effectively.
• Escalate complex problems and request assistance from senior team members as necessary.
• Continuously expand your knowledge of product offerings and support policies to deliver comprehensive solutions promptly.
• Achieve high performance in response and resolution time, emphasizing first-call resolution and customer satisfaction.
• Work Monday to Friday, available for 24x7 customer support based on a rotation.

Additional Responsibilities:

• Occasional travel to customer sites for on-site troubleshooting and upgrades.

Education / Required Skills:

• Minimum of 3 years in technical support.
• 3 years of hands-on experience with Linux and/or Windows Server 2008 and up.
• Strong network troubleshooting skills.
• Adaptability in a dynamic and challenging environment.
• Excellent team collaboration and communication skills.
• Quick learner of new technologies and products.
• Proficient in English, both verbal and written.
• Hands-on experience supporting various applications, hardware, and software.
• High School Diploma or equivalent is required.
• Willingness to travel up to 25% as needed.

Preferred Education, Skills & Experience:

• Bachelor's degree or relevant formal education.
• OS certification preferred.
• Experience supporting large-scale healthcare organizations.
• Network administrator certification preferred.
• Experience with Cisco LWAPP Wi-Fi infrastructure; CCNA certification preferred.
• Hands-on database experience is a plus.
• Experience with 3rd party integrations (Ensemble, HTTP Post) is advantageous.

Supervisors Title: Technical Support Manager

Department Name: PSO Support

EEO Statement: We are an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance, and Helpfulness guide our daily interactions with customers and the communities we serve. We provide reasonable accommodations upon request to ensure qualified individuals with disabilities can perform essential functions of this job.

I have read and understand the job requirements, responsibilities, and expectations set forth in the job description provided for this position. I confirm my ability to perform the essential job functions as outlined, with or without reasonable accommodations.