Technical Support Technician 1

Convergint•Symmes Township, OH

7h•Onsite

About The Position

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Technical Support Specialist to join our amazing culture. In this role, you will be responsible for supporting new security systems which includes Access Control, CCTV, Intrusion, Intercom, network devices and continued service support. You will also be responsible for programming of multiple security platforms, Database migration, import and export of data, customization of systems and physical installation of controllers and field devices. You will have direct interaction with construction team on site and provide instructions to subcontractors and device installers on site. You will also provide a demonstration of equipment and train the customer while assisting with close out documentation and continued service support. As a Technical Support Specialist, you are a part of a dynamic team that allows you to grow as Convergint grows. For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.

Requirements

Has exceptional customer service skills.
The ability to maintain focus and ability to work under pressure; ability to Gain customers confidence.
Able to anticipate customer needs and deliver results.
Has advanced technical skills and experience related to electronic security systems.
Advanced programming skills and proven ability to troubleshoot problems and look for solutions.
Good verbal, written and interpersonal communication skills
Good organizational skills and the ability to handle multiple projects simultaneously.
Good computer skills including exposure to MS Office applications (Outlook, Word, Excel)
Good skills with Spreadsheets and Data management
Some experience with SQL and database
Good networking skills (Advanced preferred)
Working knowledge of physical security and door Hardware
Understanding of relay and relay logic
Ability to demonstrate and train others.
High School/GED or equivalent experience
5+ years of previous, related field experience.
Experience with Lenel and Avigilon Access Control Security Systems is required.
Experience in the electronic and security industry is required.

Nice To Haves

Advanced networking skills

Responsibilities

Responds to a variety of customer service calls, scheduled maintenance calls, and emergency and after-hours calls on a timely basis; will diagnose, troubleshoot, repair and debug a variety of systems for more complicated problems.
Uses solid troubleshooting skills to isolate and fix problems in malfunctioning equipment or software.
Installs projects as necessary.
Executes all work in accordance with State, local regulations, general best practices as well as company health and safety policies and procedures.
Fill-out daily Field level Safety report.
Assess Safety daily on site and participates in weekly safety discussions
Programs many security applications.
Programs network devices, CCTV and video recording equipment.
Ability to demonstrate equipment, commission new systems, analyze performance and identify malfunctions.
Writes routine programs for systems.
Consults with supervisor to resolve unusual problems in system operation, maintenance, and warranty work.
Owns position on team.
Sets example for junior team member, Is subject matter expert on hardware and software.
Works directly with Project Management, Purchasing and Sales.
Advises supervisor regarding customer satisfaction, product performance, installation techniques and standards as well as suggestions for product improvements.
Executes many of the technical aspects of multiple projects with varying timelines and budgets including, programming, graphics development, start-up, certification testing, customer training, close-out documentation, and on-going technical support etc.
Participates in system staging and product testing
Identifies potential project risks, communicates to appropriate parties and assists in the development and implementation of strategies to minimize impact and to control deviations from estimated costs and project deadlines.
Works closely with the Project Manager and/or supervisor and assists in the overall coordination of specific projects; makes recommendations regarding quality of work and potential changes in scope and identifies ways to continuously improve customer satisfaction.
Acts as “our customer’s best service provider” at all times thereby ensuring Convergint Technologies is the customer’s first choice for service.
Communicates with and works with the other team members consistently to improve overall operations of the Convergint Technology Center, and company.
Keeps up to date and informed on all company policies.
Performs other duties and responsibilities as requested or required.