Technical Support II

Everon Jobs • Tampa, FL

2d • Onsite

About The Position

This position is responsible for providing tier 2 technical assistance and remote programming support to field technicians, installers and clients in our 24/7/365 support center. Supported systems include access control, CCTV, intrusion, and fire protection from various manufacturers. This position offers the potential for substantial growth in terms of skills and technical knowledge, as well as opportunities for career advancement within a large organization.

Requirements

• Associate Degree in IT related field
• Knowledge and proficiency in using computer and MS Office applications (Word, Excel, Outlook)
• Minimum 2 years technical support experience in similar industry

Nice To Haves

• Strong understanding of networking principles
• Genetec Level 1 Certifications: SC-OTC-001, SC-STC-001, SC-SVA-001
• Genetec Level 2 Certifications: SC-ETC-001, SC-AFC-001
• Bosch Intrusion Expert Certification
• Verint EdgeVR Certification
• Minimum of two additional certifications in Industry systems: American Dynamics Avigilon ACC/ACM Lenel Milestone SoftwareHouse CCURE 9000 Stentofon Intercoms

Responsibilities

• Provide phone support to field technicians and installers, including assistance with troubleshooting issues with existing access control, CCTV, burglary and fire equipment, configuring new devices, and confirming functionality.
• Work directly with customers to answer questions and troubleshoot system issues remotely. If unable to resolve remotely, initiate the process for scheduling a service call.
• Receive service requests from customers and remotely troubleshoot all issues. If unable to resolve issue remotely, inform dispatch team so a technician dispatch can be scheduled.
• Process requests for alarm code activations/deactivations for customers and update central station account information with code and emergency contact list changes.
• Assist with escalations from Tier 1 team members, which may involve working with the Tier 1 team member to resolve or taking over the request.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree