System Support Technician
About The Position
The Systems Support Technician (Programmer) provides specialized technical support to Field Technicians by remotely programing Communicators and Alarm Panels using a variety of specific manufacturer software. Our Programmers also assist with technical trouble-shooting and special programming projects. This position requires high degree of technical ability to research and resolve issues on DMP, Radionics, Focus, SafeWatch, Vista and DSC panels and their compatible Communicators. How you will do it: Take inbound phone calls from technicians requesting assistance in programming customers alarm panels, communicators, or video equipment through remote DLL. Input specific information into new or existing accounts in response to tech request or by scope of work. Register Communicators and ensure accurate communication between the customers location, JCI receivers and Mastermind. Complete data entry into programming and MM when required. Resolve technical issues through research and investigation and respond back to appropriate parties via phone. Ensure all MM Data and Panel programing are accurate and match paperwork, issue confirmation and place accounts in service to be monitored in the CMC. Other duties as assigned. What we look for Required: Ability to multi-task; strong customer service, problem-solving, and communication skills. High school degree or equivalent preferred. Competency in Microsoft Windows / Office. Must be a team player and able to work as business needs dictate. This is not a REMOTE position Preferred: Experience with alarm installation, DLL, technical support, or data processing preferred. Ability to perform technical research to resolve complex problems in various versions of Focus, Safewatch, Vista, Radionics, DMP and DSC panels. 1 to 3 years of contact / call center experience.
Requirements
- Ability to multi-task
- Strong customer service, problem-solving, and communication skills
- High school degree or equivalent preferred
- Competency in Microsoft Windows / Office
- Must be a team player and able to work as business needs dictate
- This is not a REMOTE position
Nice To Haves
- Experience with alarm installation, DLL, technical support, or data processing preferred.
- Ability to perform technical research to resolve complex problems in various versions of Focus, Safewatch, Vista, Radionics, DMP and DSC panels.
- 1 to 3 years of contact / call center experience.
Responsibilities
- Provide technical support to Field Technicians by remotely programming Communicators and Alarm Panels.
- Assist with technical trouble-shooting and special programming projects.
- Take inbound phone calls from technicians requesting programming assistance.
- Input information into new or existing accounts.
- Register Communicators and ensure accurate communication.
- Complete data entry into programming and MM when required.
- Resolve technical issues through research and investigation.
- Ensure data and panel programming are accurate and match paperwork.
- Issue confirmation and place accounts in service to be monitored in the CMC.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
