Field Service Engineer

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Deliver first-level technical assistance to partners through both phone and non-phone channels.

• Address common product or configuration challenges by adhering to standard operating procedures and utilizing internal tools.

• Assist ticket initiators responsible for the design, implementation, configuration, operation, and maintenance of end customers' security solutions.

• Manage incoming cases via phone, email, and other avenues through the ticketing system, ensuring minimal backlog and timely follow-ups.

• Troubleshoot basic technical issues using established communication protocols and escalation procedures.

• Adhere to defined workflows and directives set by TSG leadership and senior staff.

• Emphasize collaboration and ongoing learning, with clear opportunities for advancement through training and performance improvement.

⛳️ Requirements

• A minimum of 1 year of relevant experience in troubleshooting software or security equipment, whether in a contact call center or on-premises field capacity.

• High School Diploma or GED.

• Fundamental understanding of basic Networking principles.

• Knowledge of TCP/IP fundamentals.

• Basic skills in Network Troubleshooting.

• Understanding of Database Fundamentals: including the purpose of a database, the role of an SQL database engine, and data storage methods.

• Basic knowledge of SQL or Operating System Administration.

• Comprehension of Access Control and Video roles within Security.

• Bachelor's degree in Electronic/Electrical Engineering or Computer Engineering.

🏝️ Benefits

• Employer-subsidized Medical, Dental, Vision, and Life Insurance

• Short-Term and Long-Term Disability

• 401(k) match

• Flexible Spending Accounts

• Health Savings Accounts

• Employee Assistance Program (EAP)

• Educational Assistance

• Parental Leave

• Paid Time Off (for vacation, personal business, sick leave, and parental leave)

• 12 Paid Holidays