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Title VMSTechnical Support Specialist - Tier II
Classification Non-Exempt
Work Location Onsite in Santa Ana
Company Description Identiv is a global public company (INVE) and community of professionals dedicated to software-enable the entire physical world, making it as convenient, responsive, connected, and secure as the digital world. Our Operational HQ is in Santa Ana, CA and we have employees in many different parts of the USA, Europe, Australia, Thailand, Singapore, India, Canada, and Mexico. Our team is world-class and our work is meaningful.
We have 40 years in the industry and are a global digital security and identification leader in the Internet of Things (IoT). Our innovative product and solutions platform encompasses radio frequency identification (RFID) and near field communication (NFC), cybersecurity, and the full spectrum of physical access, video, and audio security. Our team develops, builds, and manufactures the technology that verifies frictionless access and anywhere operations, protects identities from malicious attacks, secures intellectual property, and drives IoT innovation.
At Identiv, everyone matters, and everything we do matters. We believe having the best people in the most exciting, aligned, relevant, and empowered roles with clear missions, goals, and metrics, is the key to our success.
Our Values Our key values are accountability for our commitments; respect for and support of all of our people at all times in all ways; customer orientation at all times, not just as words but as a true passion and feeling of obligation; always looking for better, more effective and efficient ways to do anything, because that serves our customers and helps us meet and exceed our commitments and drive the mission.
Product Description Velocity Vision is a comprehensive, scalable platform that delivers situational awareness and proactive security for any size customer or any scale of facility, enabling security leaders to engage in faster response, comprehensive case management, and solid compliance. This is the future of open-platform VMS: it is a data-enabled, sophisticated decision-making tool. The powerful, open-API security platform works with existing investments and integrates with renowned Hirsch Velocity Software for an end-to-end security solution with real-time threat detection and loss mitigation. Velocity Vision enables operations and leverages on premises, cloud, hybrid, and mobile platforms. As part of the Velocity Vision end-to-end security platform, Identiv has partnered with Hanwha Techwin to provide a complete camera line. Identiv is also launching a new best-in-class safety and security hardware portfolio, including client workstations, computer servers, storage, access control servers, analytics/AI servers, video recording servers, and switches.
Job Summary Identiv Technical Services Team is Identivs premiere group of delivering physical access, video and credential solutions to our customers. As an integral member of Identivs Technical Services team, the Velocity Vision Technical Support Specialist Level II works alongside other Technical Services team members, Sales Engineers, Software Engineers, Technicians and Product Managers. He/She must be able to manage hot issues and will be the point-of-contact for routine to advanced technical support of Identivs product technologies. The Technical Services Support Specialist will professionally be ready to communicate at any time to all parties involved via email, phone and electronic media.
Level II knowledge; a candidate will have the ability to answer installation and basic troubleshooting questions that can usually be answered by referring to the product documentation/ticketing system. Troubleshooting may include simple reproductions, installations, configurations and escalation of issues to Level III as necessary to resolve customer issues.
Essential Functions
- Receive inbound customer technical support calls via a phone and email queue; utilize trouble ticket application and databases to manage and resolve the customer issues
- Accurately and thoroughly document cases including problem, corrective actions and solutions
- Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary
- Escalate issues to Support Level III as needed
- Connecting/Configuring Hardware, i.e Mix and match analog, IP, megapixel and PTZ cameras
- Install and configure network hardware to include switches, routers, cabling, servers, and wireless devices
- Video Management System (VMS) NVR, Hybrid Video Recorders (HVR), CCTV and Access Control configuration
- Manage data backups and archives
- Act as a Trusted Advisor to customers.
Requirements
- 3+ years installing/servicing Video Management Systems (VMS) or NVRs (Experience with Milestone is a major +)
- IP Video and IT Experience
- Experience with Video Analytics preferred
- Experience with Video Storage
- Store and retrieve video data from VMS Servers, NVRs/HVRs and NAS/SAN Storage
- Manage video Archives and backups
- Ability to diagnose problems
- Ability to actively participate in team support by proposing and implementing solutions.
- Exceptional customer service, overall communication and technical writing skills.
- Ability to communicate and work with other internal departments.
- Ability to work independently with minimal management supervision and as part of team.
- Demonstrated aptitude for providing exceptional customer service in politically charged environments.
- Experience with virtualization technology including VM Ware or Microsoft Virtual Server.
- Basic Product knowledge and Understanding of Operating Systems
- Basic Video Product knowledge
- Entry level networking concepts
- Basic knowledge of Domains, servers, clients
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
This is an active and physically demanding role. There are times when this role will require the ability to move around and lift items up to 30+ pounds.
Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. There may be overtime hours associated with this position.
Travel
Limited and occasional travel is expected for this position.
Required Education and Experience
- Associate degree or equivalent experience.
- Technical proficiency including Microsoft Word, Excel, PowerPoint, and Google office applications.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Benefits
At Identiv, we believe in the importance of pay equity. Your base salary is an important part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. Your salary/compensation will be determined based on factors such as geographic location, skills, education, and/or experience.
In the spirit of pay transparency, the base salary range for this position is between $60,000 - $70,000 annually.
The total compensation package includes:
- Base Pay
- Fidelity 401k + Company Match
- 10 Company Paid Holidays
- 6 Days of Sick Pay
- PTO
- Medical, Dental, & Vision Insurance
- FSA/HSA
- Supplemental Life Insurance, AD&D Insurance, and Dependent Care plans
- A range of discounted products and free services
Identiv recommends those who feel they may be overqualified or out of range to apply as accommodations may be up-leveled for an extraordinary candidate.
We believe in the importance of hiring the finest qualified people, and to that end, and being mindful of our responsibilities to our employees and customers, all offers of employment are contingent upon the results of a confidential pre-employment background check. Identiv is an Equal Employment Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Identiv will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. Identiv, Inc. abides by the requirements of 41CFR 60-300.5(a) and 60-741.5.
Identiv
