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Technical Support Specialist
Technical Support SpecialistZipRecruiter • Manassas, VA, US
Technical Support Specialist

Technical Support Specialist

ZipRecruiter • Manassas, VA, US
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Job DescriptionJob Description

Deister Electronics USA, Inc. is a global leader in secure automation solutions, providing innovative RFID and security technologies to customers across industries. We are seeking a motivated and customer-focused Technical Support Specialist to provide first-line technical assistance to our clients and partners. This role involves troubleshooting hardware and software issues, supporting installations, and ensuring customer satisfaction through timely and effective solutions.

Key Responsibilities :

  • Provide technical support via phone, E-Mail, and remote tools for Deister's hardware and software products
  • Diagnose and resolve technical issues related to RFID systems, access control, and software platforms
  • Assist customers with product setup, configuration, and troubleshooting
  • Document support cases, solutions, and customer interactions in the CRM system
  • Collaborate with engineering and product teams to escalate and resolve complex issues
  • Support field technicians and partners during installations and maintenance
  • Conduct product testing and provide feedback to improve quality and usability
  • Participate in training sessions and stay current on product updates and technologies
  • Support Regional Sales Managers as the technical expert during sales calls and provide product demonstrations
  • Diagnose and repair returned merchandise authorizations (RMAs) in a timely and accurate manner
  • Prepare, configure, and test all technical equipment and demo units for trade shows, ensuring full functionality and readiness for on-site deployment

Qualifications

  • Associate or Bachelor's degree in Information Technology, Electronics, or a related field
  • 2+ years of experience in technical support or a customer-facing IT role
  • Strong troubleshooting skills with hardware, software, and networking
  • Familiarity with Windows OS, networking protocols, and remote support tools
  • Excellent communication and interpersonal skills
  • Ability to work independently and manage multiple support cases
  • Proficiency in using hand tools, power tools, and a voltmeter
  • Experience with access control or RFID systems is a plus

    • Technical Skills – Desired but Not Required

  • Security system installation experience (Access Control, CCTV, IDS, etc.)
  • Experience working with PACS software (e.g., CCURE, Lenel, Genetec, Gallagher Security)
  • Understanding of reader communication protocols (RS485, Wiegand, OSDP)
  • Working knowledge of SQL database management
  • Hand soldering skills
  • 3D CAD design and 3D printing experience

    • Travel Requirements

  • This role may require occasional travel to customer sites and tradeshows
  • Ability to travel both domestically and internationally as needed

    • Company DescriptionAbout Us

    Deister Electronics USA is the North American subsidiary of a worldwide, fast growing, leading edge technology manufacturer of secure automation solutions – for over 40 years. Based upon a core competency in RFID, the company's electronic product lines span applications in physical access control; key & asset management; automated vehicle identification (AVI); textile management systems and guard & maintenance tour management systemsCompany DescriptionAbout Us

    Deister Electronics USA is the North American subsidiary of a worldwide, fast growing, leading edge technology manufacturer of secure automation solutions – for over 40 years. Based upon a core competency in RFID, the company's electronic product lines span applications in physical access control; key & asset management; automated vehicle identification (AVI); textile management systems and guard & maintenance tour management systems

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    Technical Support Specialist • Manassas, VA, US