Technical Support Specialist II
Technical Support and Installation Supervisor
General statement regarding the overall function, scope and purpose of the work to be performed.
The Technical Services Specialist II verifies and analyzes all incoming service requests from clients and coordinates problem resolution efforts with Iverify’s internal support teams, as well as field installation technicians and subcontractors. The Technical Support Specialist II provides remote support for the installation, testing, troubleshooting and maintenance of all equipment and systems installed at client sites. The Technical Services Specialist works with installers to program equipment, ensures proper functionality of system components, and accurately tracks all billable time.
List the duties and functions essential to the successful performance of the job.
□ Reviews all incoming client service tickets for accuracy and coordinates next steps with internal employees and field technicians.
□ Works with employees, end user clients, service field technicians, and sub-contractors to resolve issues and provide component and system support.
□ Provides remote phone support to field installers and service technicians at client sites regarding system and equipment installations, testing, troubleshooting and maintenance.
□ Locates, tests, and alleviates trouble with damaged equipment.
□ Identifies potential service issues and recommends work to be performed or parts that need service or upgrading to the Client Service Specialist.
□ Evaluates equipment for upgrades and prepares plans for any necessary modifications.
□ Follows correct procedures in the decommissioning of client systems including deleting phone numbers, IP addresses from panels, and other database information.
□ Works hands on and remotely with electronic components including video, audio, and burglar alarm equipment along with access control and other systems as needed.
□ Works with installers to program equipment once installation on client site is complete.
□ Tests equipment to ensure proper functionality prior to live monitoring for clients.
□ Builds database programs (Mastermind, Rapideye, Fastrace, Compass) and enters accurate and precise account information into systems.
□ Tracks, verifies, and reports chargeable phone support time to be billed to the client.
□ Reads blueprints, and building and electrical plans in order to assist with installations or repairs.
□ Follows all departmental and company policies, procedures, and standards.
□ Performs other duties as assigned based on company needs.
List the requirements or minimum qualifications needed to perform the essential duties of the job. Should include minimum educational and experience qualifications, required skills, specialized knowledge, computer proficiencies, and required certifications.
□ This position requires a high school degree (or equivalent) and a minimum of 3 years’ experience in the security industry, or a relevant combination of education and experience; Associates or Bachelor’s degree preferred.
□ A minimum of 3 years experience monitoring, installing or servicing security systems strongly preferred.
□ Previous experience working hands on and remotely with video, audio, fire and burglar alarm equipment and access control systems.
□ Working knowledge of basic electronic components and the ability to read blue prints, schematic drawings, and electrical plans.
□ Customer service oriented with the ability to communicate clearly and effectively with co-workers and clients in one-on-one and group situations.
□ Demonstrated ability to comprehend the functionality of technical components and knowledgeably address service and installation matters with clients.
□ Strong troubleshooting, time management, and organizational skills.
□ Must have the ability to react calmly and professionally in stressful situations with both internal employees in addition to external clients.
□ Ability to work in a team-oriented management environment as well as work independently making own decisions.
□ Basic practical understanding of computer functions and proficiency with Microsoft Office applications; knowledge of Rapideye, MAStermind, and Insight strongly preferred.
□ Must be available after hours, on weekends and holidays to respond to a client incident or other situations.
□ Ability to pass required drug and alcohol testing.
□ Must possess and maintain a clear and free of incident criminal history.
Percent travel required:
Who are we?
Iverify is an industry leader in providing full-service security solutions for customers across North America. We are committed to making a difference by delivering innovative life safety and property protection solutions for the customers we serve. Iverify's interactive security solutions detect and deter crime for large and small retailers, automotive dealerships, transportation companies and many other businesses.
Headquartered in Charlotte, NC, with facilities in Minneapolis, MN, our remote monitoring presence and protection solutions create a safer environment for our clients, employees and their customers by delivering an immediate response to threat and/or loss. Our comprehensive solutions have proven to reduce robbery, theft, and life-threatening situations, leading to a safer environment for employees and customers nationwide.
Role: Security Technical Support Specialist II
Apply for this job now.