Technical Services Engineer-Tier II

Job TitleLooking for a new start? Think bigger. Think Axis!At Axis Communications we believe in innovating for a smarter, safer world. We just happen to provide cutting-edge security solutions across the globe. While each 'Axian'' has his or her own motivators, we all share the same core values.The Technical Services Engineer - Tier II (Hybrid position) troubleshoots and resolves configuration, network and software issues for our IP network cameras, physical access control, and security solutions while utilizing resources of peers, knowledgebase, and software development engineering teams.This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, Massachusetts headquarters (after completing initial training and meeting desired KPI''s). This gives our employees the much needed flexibility and helps us maintain contact with our culture and fellow Axians. Employees are welcome to work full time in the office if they prefer.What You''ll Do Here...Provide world-class technical support for partners and end customers via inbound telephone, online helpdesk, and live chat casesManage a high work volume with time-bound constraintsAnalyze problems and identify solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulationsEnsure escalations and handoffs are efficient by documenting cases clearly and completelyEscalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolutionDevelop subject matter expertise and train/mentor othersUse troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer''s problemWhat We Are Looking For...Minimum 2 years'' experience in a call center-type environment with an excellent customer service backgroundKnowledge of network routing and switching protocolsExperience configuring PCs, installing various operating systems and software applicationsExperience configuring switches, routers, and other network-related componentsAbility to resolve issues and troubleshoot in an unscripted mannerExcellent communication and interpersonal skillsSelf-motivated and energetic with a positive approach to problem solvingEye for details with good time management skills - must be able to handle multiple issues in an organized mannerValued, But Not Required ...Fundamental understanding of physical access control and security systemsExperience with Salesforce Service Cloud CRM system/help desk applicationsCCTV/IP Camera installation/configurationBasic understanding of electricity conceptsProfessional degrees/certifications: CompTIA, Cisco, Microsoft, PSP, etc.Secondary language skill: Spanish, Portuguese, FrenchPhysical Demands and Travel...Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Employee is occasionally required to lift 20-25 lbs.Expected travel time for this position is 10% (domestic and international)Covid-19 Vaccine Requirement:Axis Communications cares about its employees, their families, and the public at large and requires all new employees to be fully vaccinated or request and receive an approved accommodation by their first day of work. All offers of employment are contingent upon proof of vaccination or approved requests for accommodation.What we offer...Axis is a company that puts our employees first. Here is just a glimpse of what we do for our 'Axians'':Inspire you to grow and develop through employer-offered training as well as tuition reimbursementTake care of more than just the 'work you'', but rather the 'whole you'' through our health, dental, vision, and fitness/health and wellness programsSupport parents and children through paid parental leave and help alleviate costs through a dependent care reimbursement accountEncourage work/life balance with generous vacation benefit, plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after!)Help prepare for your life after retirement through our 401(k) program and employer matchingReady to ActTaking the first step to become an Axian is easy - all you have to do is apply!Want to know more about Axis? Visit our web site at Axis CommunicationsThrough continual innovation, we''ve been the industry leader in network video since our journey began in 1984. Today, we offer forward-thinking products and services for video surveillance and analytics, access control, intercom, and audio systems.We thrive in our friendly, open, and collaborative culture and enthusiastically embrace new perspectives. United by our commitment to inclusion, sustainability, and equality, we consistently seek to develop our diverse work environment and our role in society. With about 4000 committed employees in over 50 countries, we collaborate with partners worldwide to provide innovative customer solutions that empower people across the planet to unlock hidden potential.Let´s create a smarter, safer worldFor more information about Axis, please visit our website to Get To Know Axis - Podcast

Created: 2026-03-07