Technical Support II

Company Overview:
At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.

POSITION SUMMARY
This position is responsible for the following responsibilities but not limited to… 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.

DUTIES & RESPONSIBILITIES

• Technician Support - Provide phone support to field technicians and installers. Tasks include assistance with troubleshooting issues with existing access control, CCTV, burglary and fire equipment, configuring new devices being added to the system, and confirming functionality.
• Customer Support - Work directly with customers to answer questions they may have. Assist with troubleshooting any issues they may with their systems in an attempt to resolve remotely. If unable to resolve remotely, begin the process for getting a service call scheduled.
• Service Request Processing - 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.
• Count Contact Maintenance - Process requests for alarm code activations/deactivations for customers. Update central station account information with code and emergency contact list changes.
• Escalations - Assist with escalations from Tier 1 team members. This may involve working with the Tier 1 team member to resolve or taking over the request and handling it

Minimum Education and Experience

• 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

Preferred Education and Experience

• 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

Knowledge/Skills/Abilities/Competencies/Certifications:

• Strong Organizational skills
• Ability to prioritize and maintain multiple assignments.
• Strong customer service skills
• Self-motivated, ability to project a professional attitude.
• Excellent teambuilding, customer service and interpersonal skills
• Comprehends and learns department practices, rules, and regulations.
• Speaks clearly and concisely.
• Effectively communicates with a diverse population.
• Strong written and verbal communication skills
• Reacts and thinks quickly and effectively in difficult situations.
• Follows written and oral instructions/direction.
• Ability to locate informational resources as needed.
• Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
• Multi-tasking in various situations
• Ability to work independently and as part of a team.
• Ability to adapt to change as business needs require.
• Ability to manage time effectively.
• Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.