Security Service Specialist 1

Convergint Career•Nashville, TN

About The Position

This role involves responding to various customer service calls, including routine, scheduled maintenance, and emergency situations. The specialist will diagnose, troubleshoot, repair, and replace defective parts for systems, and install projects as needed. A key aspect of the job is identifying and resolving problems, analyzing repair requirements, and providing customers with effective solutions. The position also requires completing accurate service reports for invoicing and job cost tracking, and acting as a top-tier service provider to ensure customer satisfaction. Additional responsibilities may include custom systems integrations, upgrade planning and execution, systems audits, consultation, and database management. The specialist will also install, configure, and support network systems and equipment for projects, and execute all service calls in compliance with regulations and company policies. Troubleshooting skills are essential for identifying and fixing issues in equipment or software. The role includes providing technical support to end-users and field labor, and seeking guidance from senior staff when necessary. Keeping informed about company products, services, and policies is crucial. The specialist is expected to maintain a professional image, promote company services, and collaborate with team members to enhance overall operations. Other duties may be assigned as requested or required.

Requirements

Ability to diagnose, troubleshoot, repair, replace defective parts and debug systems.
Ability to install projects as necessary.
Ability to identify and resolve problems for many types of service calls including emergency and after-hours calls.
Ability to analyze repair requirements and provide customer with appropriate solutions.
Ability to complete necessary repairs and replacements.
Ability to exercise judgment in selecting methods, techniques, and evaluation criterion for obtaining results.
Ability to complete accurate and detailed service reports for customer and Convergint in a timely manner.
Ability to act as a customer service provider.
Ability to install, configure, and support a variety of network systems and equipment for assigned projects.
Ability to execute all service calls in accordance with Federal, State and local regulations as well as company health and safety policies and procedures.
Solid troubleshooting skills to isolate and fix problems in malfunctioning equipment or software.
Ability to provide technical support to end users and field labor when applicable.
Ability to keep up to date and informed on all company products, services and policies.
Ability to present a professional image of Convergint Technologies at all times in appearance and behavior.
Ability to communicate with and work with other team members consistently to improve overall operations.

Nice To Haves

May provide custom systems integrations.
May provide detailed systems upgrade planning and execution.
May provide systems audits and consultation.
May provide database management and manipulation.
Proactively seeks technical guidance from more experience staff for difficult and unusual situations.

Responsibilities

Responds to routine and some non-routine customer service calls, scheduled maintenance calls, and emergency and after-hours service calls on a timely basis.
Diagnoses, troubleshoots, repairs, replaces defective parts, and debugs systems for routine problems; installs projects as necessary.
Identifies and resolves problems for many types of service calls including emergency and after-hours calls.
Analyzes repair requirements and provides customer with appropriate solutions.
Completes necessary repairs and replacements as needed.
Exercises judgment in selecting methods, techniques, and evaluation criterion for obtaining results.
Completes accurate and detailed service reports for customer and Convergint in a timely manner to allow for accurate invoicing and job cost tracking.
Acts as “our customer’s best service provider” at all times thereby ensuring Convergint Technologies is the customer’s first choice for service.
May provide custom systems integrations, detailed systems upgrade planning and execution, systems audits and consultation, and/or database management and manipulation.
May install, configure, and support a variety of network systems and equipment for assigned projects.
Executes all service calls in accordance with Federal, State and local regulations as well as company health and safety policies and procedures.
Uses solid troubleshooting skills to isolate and fix problems in malfunctioning equipment or software.
Provides technical support to end users and field labor when applicable.
Proactively seeks technical guidance from more experience staff for difficult and unusual situations.
Keeps up to date and informed on all company products, services and policies.
Presents a professional image of Convergint Technologies at all times in appearance and behavior and seeks opportunities to promote the services offered by the company.
Communicates with and work with the other team members consistently to improve overall operations of the Convergint Technology Center, and company.
Performs other duties and responsibilities as requested or required.