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Field Technical Support Specialist (Newark, US)

Rekor

Candidates can be based in central New Jersey or New York

Position Summary

As we grow, managing our products and services is of the utmost importance. We are seeking a Field Technical Support Specialist to support and maintain our installed systems. After systems are deployed, it will be your responsibility to ensure they are operating optimally and within the company’s service level agreements.

Role and Responsibilities

  • Provide technical support (both remote and on-site) of Rekor hardware systems and software applications including advanced troubleshooting of computer software, hardware & electronics. This includes fixed and mobile trailer systems
  • Monitor inbound support tickets and promptly respond to assigned field tickets according to contractual customer service level agreements
  • During non-field dispatch assignments, actively assist and resolve requests for support and help from customers via inbound calls and our support ticketing tool
  • Coordinate on site visits with vendors and customers as required
  • Willingness to assist on installations as needed
  • Must have flexible hours and be on call as needed

Qualifications and Education Requirements

  • High school diploma or GED, as well as two years of relevant experience
  • Experience with troubleshooting and supporting security and CCTV systems/cameras
  • Minimum of two years’ experience providing remote and in person field support of computer hardware, software and electronics
  • Solid computer & electronics technical background with understanding and hands-on experience with tools such as multimeters, ethernet cable testers, POE switches, modems, & power injectors
  • Advanced knowledge of network, telephony, and wireless technology
  • Must have a valid driver’s license and clean driving record

Preferred Knowledge, Skills and Abilities

  • Highly effective in cross-functional teams
  • Must be able to travel on site to system locations to do routine maintenance tasks as well as system repairs/replacements to ensure maximum up times for customers
  • Familiarity with basic Linux commands
  • Computer literate with proficiency in Windows
  • Familiarity with IP Cameras
  • Familiarity with Salesforce ticketing system or equivalent preferred
  • Must have strong self-management skills and excellent people skills to work closely with management, customers and internal staff
  • Must be self-motivated and self-managed to perform the required duties at a distance from direct supervision
  • Must be able to solve customer problems quickly during stressful situations
  • License Plate Recognition Experience a plus
  • CJIS Certification a plus
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