Senior Technical Support Coordinator

Description

Job Summary: We are seeking a Senior Technical Support Coordinator to lead and coordinate technical request handling for biometric systems, access control systems, and networks, ensuring service level agreement (SLA) compliance. Key Highlights: 1. Technical leadership and support team development. 2. You will work with specialized electronic security technology. 3. Key impact on operational continuity and SLA compliance. About the Role At **TQCF Biometric Technology and Access Control**, we are looking to hire a **Senior Technical Support Coordinator** to lead and coordinate technical request handling related to biometric systems, access control systems, electronic devices, networks, and management platforms. The selected candidate will be responsible for organizing the technical team, prioritizing incidents, coordinating on-site visits, and ensuring compliance with service levels committed to our customers. This role will closely collaborate with Engineering, Operations, Implementation, Customer Service, Logistics, and Administration departments, acting as the coordination point for high-complexity incidents and technical projects. We seek a professional with solid experience in technical support, operational leadership, and electronic security technologies—capable of resolving complex problems and continuously improving support processes. Why Join Us? **Technical Leadership:** You will be accountable for coordinating and developing the support team. **Specialized Technology:** You will work with biometrics, access control systems, networks, and security devices. **Customer Impact:** Your management will be critical to ensuring operational continuity and SLA compliance. **Autonomy:** We value professionals capable of prioritizing incidents, making decisions, and resolving contingencies. **Professional Development:** You will strengthen your expertise in technical management, leadership, projects, and technological infrastructure. Key Responsibilities * Coordinate daily activities of the technical support team. * Prioritize tickets and incidents based on criticality. * Distribute requests among field technicians and remote support staff. * Coordinate schedules and technical site visits. * Monitor response and resolution times. * Supervise SLA compliance. * Manage high-complexity technical incidents. * Coordinate escalation to Engineering when required. * Review diagnostics and solutions proposed by the team. * Supervise installations of biometric and access control systems. * Coordinate preventive and corrective maintenance. * Track equipment with recurring failures. * Maintain communication with customers during critical incidents. * Prepare availability and compliance reports. * Monitor support KPIs. * Analyze root causes of recurring failures. * Propose corrective and preventive actions. * Maintain up-to-date technical documentation. * Coordinate spare parts and equipment availability. * Collaborate with Logistics on replacements and dispatches. * Review the area’s technical inventory. * Participate in onboarding new customers. * Coordinate testing and commissioning. * Train and mentor less-experienced technicians. * Conduct technical performance reviews. * Standardize support procedures. * Maintain an updated knowledge base. * Participate in technical audits. * Identify automation opportunities. * Propose improvements to support tools and processes. * Keep management informed about critical incidents. What We Are Looking For **Experience:** 5–8 years of experience in Technical Support, Field Service, Infrastructure, Networks, Electronics, Electronic Security, or related areas. **Education:** Higher Technical Diploma or Bachelor’s degree in Computer Science, Electronics, Telecommunications, Networks, Automation, or a related field. **Leadership:** Experience coordinating technicians, shifts, priorities, or support teams. **Technical Support:** Experience resolving hardware, software, network, and device issues. **Networks:** Solid knowledge of TCP/IP, LAN, switches, IP addressing, and connectivity. **Incident Management:** Experience working with ticketing systems, escalation procedures, and SLAs. **Diagnostics:** Ability to investigate technical failures and coordinate solutions. **Communication:** Ability to interact effectively with customers, technicians, and engineering teams. Preferred Qualifications * Experience with biometric systems. * Experience with access control systems. * Knowledge of fingerprint readers, facial recognition, and RFID. * Experience with CCTV and electronic security. * Proficiency with Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar platforms. * Knowledge of ITIL. * Experience with structured cabling. * SQL knowledge. * Experience with IoT devices. * Power BI proficiency. * Experience coordinating on-site technical services. * Familiarity with Windows and remote support tools. * Class B driver’s license. * Experience managing technical vendors. * Basic cybersecurity knowledge. Salary: $2,000,000 – $4,100,000 per month Work Location: On-site employment