Alert Alarm Support Technician

Zeus Fire and Security•Honolulu, HI

9d•Onsite

About The Position

The ISG Tier II Support Technician provides an elevated level of technical support to field technicians and customers related to video, access control and networking equipment. This position will train and mentor other internal support technicians.

Requirements

Valid Driver’s License and clean driving record
Knowledge of closed-circuit television software and hardware, access control software and hardware
Knowledge of windows and Linux operating systems
Proficient in Microsoft Office products
Problem solving and analytical skills
Strong time-management skills
Strong written documentation skills
Network hardware configuration
Network troubleshooting
Network design and implementation
Travel as needed

Responsibilities

Create, troubleshoot and manage Immix video monitored accounts.
Provide elevated levels of support and troubleshooting to technicians and customers related to video monitoring and access control equipment and networking issues.
Manage video monitoring and access control Cloud based systems.
Responsible for Product RMA’s (Return Merchandise Authorization) of all video and access control systems.
Respond to and complete service tickets and installations, as needed.
Research and development of new monitoring and access control products and demos.
Install and troubleshoot Microsoft Windows and Linux operating system and software support related to monitoring and access control systems.
Hardware troubleshooting related to video monitoring, access control and networking equipment including server and pc components.
Maintain current knowledge and understanding of security and networking best practices to offer the best solutions and protection to company systems.
Ability to effectively utilize various platforms for troubleshooting to include telephone, Screen Connect sessions, or Webinars.
Responsible for training new staff members on monitoring and access control systems and procedures.
Subject matter expert in Supported systems and networking configurations.
Configure firewalls, routers and switches to maximize network efficiency and security.
Responsible for completing paperwork, data entry, and unit configuration associated with video monitoring and access control installations and service calls in an accurate and timely manner.
Responsible for burning, shipping and archiving video clip requests from customers, police, insurance companies and other parties, as necessary.
Provide onsite training to Customers in an individual or group setting.
Participate in and/or manage special projects as assigned.
Ability to handle issues that may arise in the absence of the Manager.
Liaise with vendors and other IT personnel for problem resolution.
Other duties as assigned.