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IT Support Specialist

Stealth Monitoring
Hanover, MD
  • Expired: July 22, 2021. Applications are no longer accepted.

The IT Support Specialist will report to the Central Support Manager and will participate as part of a team in remotely troubleshooting IP Video Surveillance equipment to drive the success of the company through timely and efficient completion of help desk service tickets.


BASIC FUNCTION:


The core responsibility of the IT Support Specialist is defined below:


Tier II:

Tier II is a more in-depth technical support level than Tier I responsible for routine Tier I functions and more complex customer issues that a Tier I specialist cannot resolve. In addition to Tier I functions, the basic functions of a Tier II specialist include:

  • Assisting Tier I personnel in solving basic technical problems.
  • Investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.
  • Handling more complex problems including troubleshooting IP cameras, wireless gateways, networking issues, audio units, network video recorders, servers, and power controllers.
  • Escalating to other team members, either a higher Tier specialist or field service dispatch, when necessary to resolve the issue.

Tier III:

Tier III is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues. In addition to Tier I and Tier II functions, the basic functions of a Tier III specialist include:


  • Assisting Tier I and Tier II personnel in solving basic and intermediate level technical problems.
  • Investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to very complex issues.
  • Handling the most complex problems including network hierarchy, network traffic and upstream internet issues, and complex hardware and systems troubleshooting.
  • Working with customer IT personnel to resolve internal network issues.
  • Contacting 3rd party IT vendors to resolve port forwarding issues
  • Thinking ‘outside of the box’
  • Provide instruction to field technicians over the phone
  • Escalating to other team members, Central Support Management or field service dispatch, when necessary to resolve the issue.

Success for all IT Support Specialists is measured by:

  • Meeting customer needs and addressing customer service issues promptly
  • Minimize the cases that require escalation to the field service team
  • Proactively communicating with customers and team members
  • Prioritizing service demands and project deadlines effectively
  • A positive and collaborative style

SUPERVISORY RESPONSIBILITIES:


Tier III IT Support Specialists shall lead in the development and mentoring of Tier I and Tier II specialists


ESSENTIAL RESPONSIBILITIES:


Perform remote IT support activities on IP Video Surveillance equipment installed throughout the country. Log and track all activity using a case/work order ticketing system. Clear services requests in a timely manner.


  • Proactively monitor and troubleshoot IP Video surveillance systems (i.e. IP cameras, WAPs, switches, routers, power supplies, PDUs, UPS systems, etc) at customer locations to maximize system uptime and customer satisfaction.
  • Remotely assist field operations with the troubleshooting and repair of IP Video surveillance systems at customer locations nationwide.
  • Escalate support issues as necessary.
  • Ensure all service ticket documentation is completed accurately and on time.
  • Prompt communication, follow-up and documentation of all support requests.
  • Establish near 100% up-time performance for hardware
  • Reduce time-to-resolution of assigned service requests
  • Work to continuously improve service processes, methods, templates, etc.
  • Comply with and support all corporate and departmental policies and procedures

QUALIFICATIONS:


Tier II:

In addition to Tier I qualifications,

  • Post-secondary education suggested. Additional formal training and certifications in related fields a strong plus (Computer Tech, Helpdesk, IP Cameras)
  • Working understanding of network concepts and architectures; experience with networking and TCP/IP, multi-subnet networks, port forwarding, router configuration and wireless networking
  • Working understanding of network troubleshooting, tools and commands.
  • Experience installing and troubleshooting routers and switches
  • Experience with IP camera systems is a plus

Tier III:

In addition to Tier I and Tier II qualifications,

  • A+ Certification and Microsoft certification required
  • Strong understanding of network concepts and architectures; experience with networking and TCP/IP, multi-subnet networks, port forwarding, router configuration and wireless networking
  • Experience with IP and / or analog based CCTV equipment
  • Experience with wireless point to point equipment is a plus
  • Familiarity with Luxriot, Video IQ, Exacq, Avigilon and other video management systems preferred

COMPUTER SKILLS:


To perform this job successfully, an individual should have knowledge of Microsoft Windows and Office (Excel, Outlook, Word), and be proficient on various Video Management Software programs. Required at some levels: professional certification (Network+, A+, CCNA, MCP, etc).


WORK STYLE:


  • Strong organizational skills, detail-oriented; ability to multi-task
  • Ability to adapt to changes in the work environment, manage competing demands, and deal with change, delays, or unexpected events
  • Ability to identify and resolve problems in a timely manner; gather and analyze information skillfully
  • Considers the ultimate impact of decisions and actions on internal and external customers; can effectively translate business needs to technology requirements

Candidate must be able to pass a background investigation - no criminal records. Must be in good health and able to work in an office environment with extended periods of sitting at a desk and working on a PC.

Stealth Monitoring

Address

Hanover, MD
USA

Industry

Technology

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