Help Desk Engineer (Access Control / Video Surveillance)

Description

We're seeking a skilled and solutions-oriented Technical Support Specialist to join our team. In this role, you will be responsible for delivering exceptional technical support to our clients, resolving complex issues, and contributing to the success of customer projects.

Key Responsibilities:

• Manage support tickets from initiation through resolution, ensuring compliance with service-level agreements (SLAs) and delivering timely, accurate results.
• Provide technical support through phone, email, and ticketing systems, including answering inbound calls via Interactive Voice Response (IVR) systems when needed.
• Collaborate on customer projects, including system deployments, upgrades, and migrations, while ensuring organizational goals are met.
• Diagnose and troubleshoot the following systems:

• Access Control Systems: Support both on-premises and cloud-based solutions.
• Video Surveillance Systems: Address issues with both on-premises and cloud-enabled configurations.
• VoIP Phone Systems: Troubleshoot platforms such as Mitel, Zoom, and Avaya across on-premises and cloud-based setups.
• Data Networking: Maintain and support switches, routers, and structured cabling solutions.
• Wireless Networking: Configure secure wireless networks and address connectivity issues.
• Paging Systems, Bell, and Clock Controllers: Handle installation, maintenance, and problem resolution.
• Firewall and Network Security: Configure and support perimeter security devices to enhance network safety.

• Collaborate with internal teams to document, escalate, and resolve complex technical issues effectively.
• Maintain accurate and up-to-date documentation for customer environments and support processes.

Requirements

Qualifications:

• Proven experience in technical support or a similar IT role.
• Strong troubleshooting skills and familiarity with the systems and technologies listed above.
• Exceptional communication skills, with the ability to explain complex technical information to non-technical audiences.
• Highly organized with the ability to manage multiple priorities while meeting deadlines.
• A commitment to providing excellent customer service and exceeding expectations.

Why Join Us?

We offer a collaborative environment where innovation and customer satisfaction drive our success. You'll have the opportunity to work with cutting-edge technologies, grow your skills, and make a meaningful impact on our customers.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.