Program Support Specialist

An employer in Cupertino, California is looking for a Program Support specialist. In this role you will be:

* Perform systems diagnostic and troubleshooting duties to ensure a fully functioning system

* Maintain and document access control and video management system architecture parameters based on customer standards

* Triage, troubleshoot, and resolve service tickets via software or troubleshoot and guide service operators regarding hardware faults

* Remotely evaluate all hardware fixes with on-site technicians or local service partners

* Provide daily written updates and closing reports for each service tickets to the service operators and service AEs within the team

* Liaise and coordinate with other customer assigned AEs, vendors, LSPs, and GSOC

* Create test plans, coordinate with commissioning team and test systems

* Install software modules and applications on customer machines

* Customize a system to tailor to customers' business models.

* Follow assigned projects to final adjustments, commissioning, and sign off

* Create pre-documentation, remotely assist the tech on-site by testing devices, and completing all PPM documentation


We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form . The EEOC "Know Your Rights" Poster is available here .


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Required Skills & Experience

* 2+ years of troubleshooting in Lennel and Milestone Systems.

* Lennel Certification Required

High School Education or GED


Nice to Have Skills & Experience

Milestone Certification


Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.