Security L2 Technical Support Team Lead

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Genea

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

🏥 Gesundheitswesen

🧬 Biotechnologie

Healthcare • Health • Biotechnology

Genea ist

Beschreibung

• Own daily L2 queue triage: prioritize tickets by urgency, SLA exposure, and install-linkage; ensure no ticket ages without owner visibility. • Serve as acting lead in the Support Manager’s absence — make real-time judgment calls on escalation routing, coverage gaps, and customer communication without requiring manager availability. • Enforce channel hygiene across Teams support and onboarding channels; ensure proper routing protocols are followed by all L2 team members and flag drift quickly. • Own SLA compliance visibility for the team; surface aging tickets and at-risk cases to the Support Manager proactively. • Own the L2 on-call and after-hours coverage schedule in coordination with the Support Manager; ensure coverage assignments are confirmed before each cutover window, high-risk installation, or enterprise go-live. • Serve as the first call when issues arise during after-hours or weekend coverage windows; resolve or escalate as appropriate before involving the Support Manager. • Maintain the install-linked coverage tracking model; confirm that technician assignments are logged and FLSA-compliant before each coverage period. • Serve as the primary technical onboarder for new L2 hires: design and deliver structured shadowing, conduct skill gap assessments, and provide readiness sign-off before new team members handle cases independently. • Coach L2 team members on escalation urgency standards and technical decision-making; distinguish true L3-required issues from those resolvable within the L2 tier. • Run recurring team knowledge sessions — translate resolved L3 tickets, recurring incident patterns, and product updates into practical L2 training and Intercom knowledge base entries. • Provide informal performance input to the Support Manager on team members’ technical progress, emerging skill gaps, and coaching opportunities; participate in L2 candidate interviews when requested. • Lead technical support for large-scale and enterprise implementations, including multi-site deployments, controller migrations (e.g., EP to MP controller upgrades), and phased cutovers. • Monitor and manage the support and onboarding Teams channels; enforce proper routing protocols and ensure channel hygiene across the team. • Use advanced troubleshooting skills to isolate and resolve equipment and software malfunctions; escalate to L3 only when resolution requires backend platform access or engineering involvement. • Complete accurate and detailed service reports for both customers and Genea in a timely manner to support invoicing and job tracking within the ticketing system (Zendesk).

🎯 Anforderungen

• 10–15+ years of experience in physical security systems, access control, or related field services roles. • Deep hands-on experience with physical access control platforms, HID and Mercury hardware, and low-voltage electronic systems. • Demonstrated expertise with credential formats and card technologies (HID iClass, Wiegand, OSDP, custom bit formats). • Strong understanding of TCP/IP networking, Windows environments, and serial communication protocols (RS232, RS485). • Experience supporting enterprise or multi-site implementations in coordination with third-party integrators. • Proven ability to manage escalations — both receiving them from L1/L2 and routing them to L3 with appropriate context and urgency. • Demonstrated experience in a team lead, senior technician, or informal leadership capacity within a field services or support organization. • Excellent written and verbal communication skills; able to translate technical findings for non-technical stakeholders. • Proficient in ticketing systems (Zendesk or equivalent), remote management tools, and MS Office suite. • Associate degree or equivalent from a two-year technical college, or 10–15+ years of equivalent field experience.

🏖️ Vorteile

• Medical, dental, and vision insurance • Flexible spending accounts (FSA) • Life insurance • Accidental death and dismemberment (AD&D) insurance • Long-term disability (LTD) coverage • Paid time off (PTO) • 401(k) retirement savings plan