Lead Tech Support Specialist

Lead Technical Support Specialist

As a Lead Technical Support Specialist, you will provide first-line technical support to our partners (VARs) across phone and non-phone channels. Your role focuses on resolving common product or configuration issues by following standard operating procedures and leveraging internal tools such as the support lab, knowledge base, ticket history, and peer collaboration.

You will report directly to the Senior Tech Support Supervisor and you will work out of our Pittsford, New York location on a hybrid work schedule. Hybrid Work Schedule Note: For the first 90 days, New Hires must be prepared to work 100% onsite Monday through Friday. You will be supporting ticket creators who are responsible for designing, implementing, configuring, operating, and maintaining the end customer's security solution.

Key Responsibilities

• Customer Focus - Handling inbound cases through phone, email, and other options via our ticketing system. Keeping backlog to an extreme minimum while providing timely follow-ups.
• Effective Communication – Resolve straightforward technical problems using established communication processes and escalation workflows.
• Troubleshooting skills - Resolving straightforward technical problems using established processes and escalation workflows.
• Adherence to Policies - Holding to defined workflows and instructions provided by TSG leadership and other senior personnel.
• Collaboration and Continuous Learning - This is a development-focused role suited for individuals starting their careers in technical support, with clear paths for advancement through training and performance.

Qualifications

You Must Have

• 1 or more year(s) in related experience troubleshooting software or security equipment, in a contact call center or in-field on prem capacity
• Understanding basic Networking Fundamentals
• TCP/IP Basics
• Basic Network Troubleshooting
• Database Fundamentals: Understanding the purpose of a database, what an SQL database engine is, and how it stores data.
• Basic SQL or OS Administration
• Understanding the role of Access Control and Video in Security.
• High School Diploma/GED

We Value

• Experience providing expert-level customer support.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to adapt to changing technology and IT best practices.
• Knowledge of industry-specific regulations and compliance
• BA in Electronic/Electrical Engineering or Computer Engineering

Benefits of Working for Honeywell

In addition to a performance-driven salary, cutting-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.

The annual base salary range for this position is $54,000 - $67,500. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.

Honeywell International Inc. (NYSE: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe.

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates. Posting Date: January 9, 2025.