Technical Support Level 3

Your contribution to something big:

• Be responsible: You work in the area of incident and problem management in the field of autonomous IP-based video surveillance systems and optimization of IP-based security applications. Your activities and tasks are varied and future-oriented. Your tasks also include analysing IT networks and cloud services. You show the necessary steps towards a solution to customers and partner.
• Shape the future: You actively contribute to product development by supporting the product management.
• Live internationality: You exchange information with the technical teams worldwide on a daily basis. You contribute to the transfer of information to 2nd level support teams / solution groups around the world.
• Communicate in networks: With more than 3,300 experts in 50 locations worldwide, we rely on transparent and highly networked communication, which we achieve using the latest technology and methods. You proactively document solutions in our knowledge base.
• Improve continuously: You contribute to the product improvement (CIP) of the existing portfolio on a daily basis. You optimize IP video solutions and ensure sufficient troubleshooting functions for products and services with the product management.
• Live cooperation: You are open to support various projects and support teams around the world. You organize yourself independently in daily collaboration of the individual departments and your target manager in Germany.
• Characteristics: You are characterized by a high degree of willingness to learn, the ability to work in an international team, and strong communication skills. In English-language exchanges, you can explain complex technical issues in a comprehensible manner.
  Presenting and visualizing cloud services in interaction with video products and explaining them in training sessions for the support organization is also common practice.
• Way of Working: You work in a structured manner and develop solutions independently in exchange with development departments, product management and technical support. You exchange information internationally with staff from the training departments and technical support. Coordination with supervisors, product management and development take place in regular meetings.

Requirements

What distinguishes you:

Basic Qualifications:

• High School Diploma or 4+ years of experience in IT technical support, product management and/or electrical engineering support
• beneficial = 4+ years of troubleshooting in network setups, IT infrastructure, and web applications
• beneficial = 2+ years of practical knowledge of ITIL standards, project management or Agile frameworks

Preferred Qualifications:

• Successfully completed training in the field of Computer Science, Electrical Engineering or IT
• Experience in several areas of information technology (operating, virtualization, network and its protocols, Windows Server, various Linux distributions, Android, iOS, storage systems, Web applications, familiar with different browser (Firefox, Edge, Chrome))
• Practical experience in setting up IT infrastructures (networks, servers, switches, IP cameras, etc.) including knowledge of Linux and Windows, as well as virtualization.
• Ability to explain complex technical set-ups/technical scenarios for internal and external stakeholders, and confident in technical skills
• IP networking knowledge and ability to troubleshoot with networking tools (e.g. wireshark)
• Familiar with logging tools and ability to browser through them via Splunk, Opensearch and investigate issue
• Organized, self-starter with the ability to work independently and dig deep in the reported field issues in order to reproduce and troubleshoot.
• Comprehensive level of problem-solving competence, customer orientation, independence and commitment as well as very good teamwork and communication skills
• Strong command of English language (written and verbal)
• Experience with IP video surveillance cameras is a plus
• CCNA Certification a plus