Technical Support Specialist - Tier II (Video)

Where Technology Meets Trust

Hirsch stands as a global leader in physical security, offering a comprehensive range of physical access control, video intelligence, and analytic-driven security solutions. Our mission is to empower a secure, connected world through digital innovation. Trusted worldwide by an elite group of partners and innovative customers across diverse vertical markets—ranging from airports to seaports, critical infrastructure to government agencies, hospitals to schools, and startups to corporations—we secure the people and places that underpin our daily lives.

With a strong international presence and a commitment to technological advancement, we are at the forefront of shaping the future with cutting-edge innovation. At Hirsch, every individual and action holds significance. We believe that our success lies in having the best people in exciting, aligned, and empowered roles with clear missions, goals, and measurable outcomes.

Hirsch Values

Authenticity, Innovation, and Trust in Technology

Authenticity: We use clear language to make technology accessible to everyone, from experts to beginners. We are straightforward and easy to understand.

Innovation: We inspire others to think, engage, and create by telling stories that highlight our role as technology futurists. We build for today's world while anticipating tomorrow's needs.

Trust: With over 43 years of industry experience, we are a global leader in physical security and digital identity solutions. We are accessible and audience-focused.

What Sets Us Apart

Community: Collaborating with exceptional individuals significantly contributes to our workplace satisfaction. We recognize that our value is intricately tied to the vibrant community of people we engage with. We seek out individuals who are deeply passionate about their work, relish the art of problem-solving, delight in discovering solutions, and take joy in the process.

Innovation: We are forward-thinking tech enthusiasts working on the present while envisioning the future. Our cadre of visionaries brings creative insights to address current challenges, nurturing ideas, identifying opportunities for enhancement, fostering transparent communication, and serving as a source of inspiration to both our team members and business associates.

Accountability: With over four decades of industry-leading expertise in security, digital identity, and the Internet of Things, our team embodies the highest standards of integrity and professionalism. Our members are characterized by their unwavering honesty, reliability, loyalty, inclusivity, and respect for others. We take full responsibility for our actions, regardless of the outcome, and view every experience as an opportunity for learning and growth.

Impact: Catalyzing Positive Transformation. Our employees contribute to shaping a brighter future through their involvement in pioneering technology. Simultaneously, they play a pivotal role in cultivating an improved workplace by offering feedback to our leadership, knowing that their voices are genuinely valued and respected.

Authenticity: We demystify intricate technology, ensuring accessibility for individuals spanning the spectrum from experts to novices. Our workforce experiences a nurturing environment where they can authentically be themselves, enjoying a sense of safety, security, and comfort. Each team member is respected and cherished for their unique identity, with the assurance that their thoughts and viewpoints are not only acknowledged but also hold significant weight within the team.

Talent: We recruit industry-leading professionals known for their exceptional skills. We foster continuous growth by offering training opportunities, enabling our employees to excel. Our team members have the privilege of applying their innate talents and honed expertise in their roles, deriving genuine satisfaction from their work, finding it intellectually engaging, and aspiring to advance in their careers.

Fun: Embracing enjoyment and laughter is a key ingredient in our work culture. We understand that our workplace is enriched when we infuse it with fun. We actively seek team members who find joy in their tasks, share a zest for problem-solving, and take delight in the journey while achieving solutions.

Hirsch's Technical Services Team delivers physical access, video and credential solutions to our customers. As an integral member of Hirsch’s 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.

The Technical Support Specialist must be able to manage hot issues and will be the point of contact for routine to advanced technical support of Hirsch’s 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.  

They should have Level II support knowledge and the ability to answer installation and basic troubleshooting questions that can 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.

●      3+ years installing/servicing Video Management Systems (VMS) or NVRs

●      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.

●      Basic Video Product knowledge

●      Entry level networking concepts

●      Basic knowledge of Domains, servers, clients

●      Experience with virtualization technology including VM Ware or Microsoft Virtual Server.

●      Basic Product knowledge and Understanding of Operating Systems

Pay & Perks:

At Hirsch, we prioritize pay fairness. Your base salary plays a vital role in our comprehensive compensation structure, and it is established within a specific range. This structure allows for advancement as you gain experience and evolve in your role. Your salary and compensation will be determined based on various factors, including your geographical location, skill set, educational background, and work experience.

In the spirit of openness regarding compensation, the base salary range for this position is $65,000 - $70,000/yr.

The total compensation package includes:

• Competitive Base Pay
• Fidelity 401(k) + Company Match
• 11 Company Paid Holidays
• Generous Paid Time Off
• Medical, Dental, & Vision Insurance
• FSA/HSA
• Fun Employee and Family Events
• Employee Wellness Program
• Supplemental Life Insurance, AD&D Insurance, and Dependent Care plans
• A range of discounted products and free services

Hirsch encourages candidates who believe they might be overqualified or outside the expected range to apply, as most positions allow room for up-leveling for an extraordinary candidate. Employment offers are subject to a confidential pre-employment background check.

Equal Opportunity Employer

Hirsch is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, marital status, veteran status, or any other characteristic protected by applicable law. We value diversity and inclusivity, believing that a diverse workforce enriches our company culture and enhances our ability to serve our customers effectively. Our hiring decisions are based solely on qualifications, skills, and experience relevant to the positions available. We strive to create a work environment that promotes fairness, respect, and equal opportunities for all employees. Hirsch does not tolerate any form of discrimination or harassment and is committed to maintaining a workplace free from such behavior. If you require any reasonable accommodation, please inform our HR department, and we will make every effort to accommodate your needs. As an equal opportunity employer, we are dedicated to the principles of affirmative action and take proactive measures to ensure equal opportunity in employment. We are proud of our diverse workforce and remain committed to fostering an inclusive environment that celebrates the unique perspectives and talents of everyone.