Provide first-line technical support to partners across phone and non-phone channels.
Resolve common product or configuration issues by following standard operating procedures and leveraging internal tools.
Support ticket creators responsible for end customer’s security solution design, implementation, configuration, operation, and maintenance.
Handle inbound cases through phone, email, and other options via ticketing system with minimum backlog and timely follow-ups.
Resolve straightforward technical problems using established communication processes and escalation workflows.
Hold to defined workflows and instructions provided by TSG leadership and senior personnel.
Focus on collaboration and continuous learning with clear paths for advancement through training and performance.

1 year minimum in related experience troubleshooting software or security equipment, in a contact call center or in-field on prem capacity.
High School Diploma/GED.
Understanding basic Networking Fundamentals.
TCP/IP Basics.
Basic Network Troubleshooting.
Database Fundamentals: Understanding the purpose of a database, what an SQL database engine is, and how it stores data.
Basic SQL or OS Administration.
Understanding the role of Access Control and Video in Security.
BA in Electronic/Electrical Engineering or Computer Engineering.

Field Service Engineer

Key skills