Security Systems Technical Support Sun–Thurs 9am to 6pm CST

Interface Systems

34d • $25 - $29 • Onsite

About The Position

The Level 2 Security Technical Support position exists within Interface’s Customer Support Organization centered around Security Lifecycle Support. Interface provides nationally recognizable clients with a diverse bundle of managed communications, networking, and security solutions. A Level 2 Technical Support Agents’ functional focus of this role is providing fault isolation, repair, and service restoration while providing first class service for clients. This position plays a key role in enabling a seamless customer-driven support experience for the complex networks being supported. Business Security services supported are Analog and IP-based which include CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion service offerings. Though paired with Level 1 support teams, this role also engages directly with customers as required. In addition to demonstrating expertise with Business Security device configurations; exceptionally strong written, oral, and customer communication skills are also required. Level 2 Security Support Analysts are required to provide real-time support through various channels including ticket management applications, email, chat, and phone. Key day-to-day functions include supporting security incidents that could not be resolved by the Level 1 support teams. Those cycles range in size and complexity; including everything from single site devices and connectivity diagnosis to broad scale faults and complex configuration changes. The schedule for this role is Sunday–Thursday, 9:00 AM–6:00 PM CST.

Requirements

• Minimum of 3 years of practical experience with a technology service provider, providing technical support to Field Technicians and Customers
• 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
• Exceptionally strong written, oral, and customer communication skills are also required.
• Client Service: Ability to anticipate a client’s needs and respond to them in a timely manner.
• Drives for Results: Action oriented, attention to detail, and a sense of urgency in all aspects of job.
• Excellent Communication: Effective use of language to gather info & facilitate exchanges which yield results.
• Flexible/Creative/Analytical: Ability to adapt to changes without losing focus. Apply logic and creative thinking to problem-solve and create solutions.
• Results Orientation: Will do what it takes to deliver results. Confident and self-motivated.
• Interpersonal Relations: Exhibits understanding & respect of others to achieve positive work relationships.
• Positive Attitude: Embraces change. Develops and accomplishes personal goals.
• Technical Acumen: Ability to clearly understand a variety of voice/data/security services being provided via analog and managed IP Network solutions.

Nice To Haves

• 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

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.
• Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
• Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management.
• Recognize, identify, and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact.
• Required to work with cross-functional teams to drive expedient fault isolation diagnosis & resolution.
• Work with level 1 in the event an incident is escalated.
• 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.
• Act as primary point of contact for Customer and Field Engineer channels for Fire, Business Intelligence, Access Control and Sonitrol lines of business
• Maintain a thorough understanding of Security fundamentals, associated platforms, devices, and configurations.
• Manage or assist on assigned projects and program components to deliver services in accordance with established objectives.
• Coordinate with your support leaders on Microsoft Planner for timely communication and task updates.
• Respond to inquiries from staff, administrators, site personnel and outside vendors to provide technical assistance and support.
• Analyze open cases and/or chronic locations by proficiently applying a logical process of elimination for troubleshooting security services, top down. This includes security/video equipment, carrier circuitry, customer wiring, customer hardware, software applications, and successful signal and video verification delivery for the alarm monitoring centers.
• Proactively identify and manage problem management by analyzing and applying a logical process of elimination for fault isolation and resolution with repeat incidents.
• Leverage lessons learned from problem management to propose new or make additions to knowledge articles to increase quality of outcomes and improve incident resolution time.
• Demonstrate technical proficiency with Fire Systems, Access Control, and all forms of CCTV including but not limited to HikCentral, iVMS..etc.
• Work schedule flexibility, weekend and off hours support as required.

Benefits

• Base range for this role is $25- $29. Pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs.
• For more information about the perks and benefits of working at Interface, please check out our careers page.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed