Link Solutions - Wallingford, CT Full-Time | Primarily Office-Based Link Solutions is looking for an entry-level Technical Support Specialist to join our team. This is primarily an office-based position focused on providing Level 1 technical support to our customers and assisting our senior technical staff. We are not necessarily looking for someone with years of industry experience. We're looking for someone with a strong technical aptitude who enjoys troubleshooting, understands how to work through a problem logically, and is interested in learning telecommunications, networking, security, and other low-voltage technologies. This is not an apprenticeship or primarily an installation position . The primary responsibility is technical support.

What You'll Do:

You'll be one of the first points of contact for customers experiencing technical issues with systems installed and supported by Link Solutions.

Responsibilities will include:

Respond to Level 1 customer support requests by phone, email, and remote connection Troubleshoot VoIP telephone systems, phones, voicemail, call routing, and other common communications issues Assist with IP camera and video surveillance system support, including camera connectivity, viewing issues, recording, and user access Assist with access control systems, including credentials, cardholders, door operation, schedules, and basic controller/reader troubleshooting Assist with burglar and intrusion alarm system support, including user issues, device trouble, communication problems, and basic system programming Perform basic network troubleshooting involving IP addresses, connectivity, switches, routers, Wi-Fi, and connected devices Program, configure, and provision phones and other equipment Remotely access customer systems and devices to diagnose and resolve problems Assist field technicians with remote troubleshooting and programming Document work performed and resolutions in our support ticketing system Recognize when an issue requires escalation and work with senior technicians to resolve more complex problems Prepare and configure equipment for installations and service calls Learn the various products and platforms installed and supported by Link Solutions What We're Looking For Previous experience in telecommunications, security, or technical support is helpful, but not required . We are willing to train someone who has the right aptitude and attitude.

A good candidate will:

Have a natural aptitude for computers, electronics, and technology Be comfortable troubleshooting unfamiliar technical problems Understand basic computer and networking concepts Be able to follow a problem logically rather than simply following a script Be comfortable speaking with customers and explaining technical information clearly Have good written communication and documentation skills Be organized and able to manage multiple support requests Be willing and interested in learning new systems and technologies Know when to ask for help or escalate an issue rather than guessing Familiarity with IP networking, VoIP, cameras, access control, alarm systems, electronics, or low-voltage systems is a plus, but we don't expect an entry-level applicant to already know everything we support. About Link Solutions Link Solutions has been providing communications and low-voltage technology solutions to businesses and organizations throughout Connecticut since 1998. Our work includes hosted VoIP telephone systems, video surveillance, access control, burglar alarm systems, structured cabling, networking, paging, and other communications technologies. This position is a good fit for someone who likes technology, enjoys figuring out why something isn't working, and wants the opportunity to develop practical experience across several different technical fields.

Pay:

$20.00 - $25.00 per hour Expected hours: 40.0 per week

Benefits:

Paid time off Application Question(s): A customer tells you, "My phone isn't working." What are the first few things you would want to know or check before deciding what the problem is? An IP camera that was working yesterday is now showing offline. What are some possible causes you would investigate? When you run into a technical problem you have never seen before, what do you typically do? This position involves regularly communicating directly with customers by telephone while troubleshooting technical problems. Are you comfortable doing this?

Experience:

technical support or other technical: 1 year (Preferred) Ability to

Commute:

Wallingford, CT 06492 (Required)

Work Location:

In person