Field Services Technician

Avigilon Ver Empresa

Não especificado

Avigilon (TSX: AVO) trusted leader in business intelligence and security solutions, is defining the future of the security industry through innovative solutions. Avigilon develops, manufactures, and sells video analytics, network video management software and hardware, surveillance cameras, and access control solutions. We offer customers in approximately 120 countries a customizable, scalable and open solution to monitor property and protect people and their assets across diverse locations, including stadiums, retail environments, school campuses, casinos, critical infrastructure, and transportation stations. Avigilon products are designed and manufactured in North America, providing customers with reliable and high quality technology.

Reporting to the Field Service Team Lead, Avigilon is seeking a dynamic and self-motivated Field Service Technician to join our world class Field Services organization, primarily in the EU. Field Service Technicians work in collaboration with our Channel Partners, Sales Team and End User’s in order to enable or advance the delivery of superior customer centric service and subsequently the identification and delivery of top industry solutions.

As a Field Service Technician, the role will be responsible for post-sales support of Avigilon Control Center, Avigilon Self Learning Analytics and Avigilon Access Control Manager within a cross collaborative environment. In this role you will be able to analyze, identify and deliver a broad range of solutions for IP video, Avigilon analytics and access control while managing multiple case assignments.

Responsibilities include:

  • Contribute to the Avigilon Field Service strategy and roadmap engaging Avigilon Channel Partners, Sales Teams and End Users offering an industry “Best Practices” approach
  • Accurately prioritize and categorize support requests and field dispatches
  • Successfully deliver onsite break fix analysis, solve issues and offer proactive solution consults from start to finish
  • Qualify, analyze and create Knowledge Base Articles where gaps are present in order to continuously build efficient and effective resolutions in addition to the maintenance of existing Knowledge Base articles
  • Accurately document cases by symptom, issue and steps used to achieve resolution, while effectively logging all customer interactions, while creating complex Service Delivery Plans
  • Maintain consistent and effective communication for all stakeholders within the case ecosystem providing the appropriate level of communication for each
  • Maintain a strong customer-focus ensuring the customer is number one
  • Ensure on time delivery of assigned projects
  • Provide regular operational reporting in relation to case load
  • Identifying areas for improvement in our processes and procedures – Offering solutions where possible


  • Degree or diploma in a related IT area or discipline
  • 3+ years in a Field Services Team
  • Customer Service obsessed
  • Excellent time and project management skills
  • A high degree of independent thinking and judgment
  • Excellent verbal and written communication skills
  • General knowledge of video and photography
  • One or a combination of the following CISSP, CCNA, MCSA, MSCE, CompTia Network +

Technical Qualifications:

  • 3+ years of technical surveillance experience utilizing modern TCP/IP based surveillance systems
  • Access Control Systems
  • VMS Systems
  • Networking principles and protocols
  • Windows troubleshooting tools and techniques
  • Computer/Server hardware configuration and troubleshooting
  • RAID Arrays at all levels
  • Network equipment configuration and troubleshooting
  • Network Architecture, WLAN, LAN
  • RS4885 Serial Communications
  • Analog Cameras, Analog PTZ Protocols
  • Experience with the following LDAP, SQL, HTTP,HTTPS, RTP, RTSP, H.264, JPEG2000, PPTP, L2TP, SOAP, DNS, NTP, TCP/UDP, IGMP, DHCP, LLDP

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