NOC Tech Support II

Everon Jobs • Newark, DE

3d • Onsite

About The Position

The primary function of this position is to handle calls from both customers and field technicians with operation and programming difficulties. Upload and download changes requested by customers and technicians.

Requirements

• High school diploma or General Education Degree (GED) and one year field work in the alarm industry or equivalent time as a Help Desk/ Tech Support Level I.
• Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English
• Knowledge of and a proficiency in using Computer and Microsoft Office applications (Word, Excel, Access, Outlook), and Internet
• Knowledge of company functions is essential to this position.
• Excellent time management, planning and forward-thinking skills.
• Self-motivated and a professional attitude.
• Excellent communication, listening, and telephone skills.
• Excellent teambuilding, customer service, and interpersonal skills.
• Must possess good decision making, problem analysis, and negotiating skills.
• Must be very organized and detail oriented.
• Typing of 30 wpm.
• Ability to perform clerical duties.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

• Technical alarm programming, maintenance and installation skills helpful.
• Occasional need for creativity, mentoring, and training skills.
• Experience in Video Surveillance systems
• Networking Experience is preferred.
• A+ or Network+ certification is preferred.

Responsibilities

• Assist customers with technical questions.
• Assist technicians with technical questions.
• Upload and download programming changes.
• Train and assist less experienced or new employees.
• Schedule service calls.
• Call dispatchers regarding service calls.
• Field questions from customers whose calls have been misdirected.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED