Security Systems Technical Support
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Job Description
Level 2 Technical Support Agent providing fault isolation and service restoration for security systems. Engaging with clients and internal teams to ensure effective customer communication and support.
Responsibilities:
- Ability to lead and manage practical and highly effective technical communication cycles; both verbal and written.
- Effectively engages with a diverse internal and external audience.
- Execute and/or guide logical security fault isolation practices with clients, which may involve engagement with 3rd Party Service Providers and/or Work Order Requests for Field Technician Support.
- Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management.
- Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management.
- Determine the validity of the escalation. If valid, take ownership of the incident and resolve. If the escalation is not valid, partner with our level 1 partner to determine the coaching/training needs of the level 1 agent.
- Act as a second point of contact for Customer and Field Engineer channels for Interactive Video/Audio, Intrusion, CCTV, and Intercom lines of business.
- Manage or assist on assigned projects and program components to deliver services in accordance with established objectives.
Requirements:
- Minimum of 3 years of practical experience with a technology service provider
- Experience troubleshooting and repairing CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion is a plus
- Working and Practical knowledge of low-voltage installation and support is a plus
- Honeywell, DMP, and Bosch training and/or certification is preferred
Benefits:
- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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