Enterprise Support Technician

Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge, and technology power our connected ecosystem of health, safety and security solutions and services.

The Enterprise Support Specialist is responsible for the remote programming, commissioning, and troubleshooting of our large-scale enterprise level security system installations. These tasks include and not limited to:

Primary Responsibilities:

• Effectively and efficiently communicate with customers to identify symptoms, causes, and solutions with electronic security for end users access control, video, intercom & integrations.
• Capable of programming, commissioning, and advanced system integrations of our large-scale enterprise level security systems remotely
• Provide technical/systems support as required for internal/external customers and log all required and pertinent information in a technical support incident management system.
• Retain ownership of the issues until solution is identified and communicated to the customer
• Escalate non-documented or unknown problems to next level or manufacturer support
• Respond to trouble tickets to ensure application uptime and system performance
• Produce quality technical documentation describing the conceptual and quantitative facets of system deployment, intended for both a technical and non-technical audience.

Essential Skills and Knowledge:

• Demonstrates quality customer service support in a helpdesk setting.
• Fields and troubleshoots incoming help requests from end users via telephone and email in a courteous, timely, and thorough manner.
• Documents all pertinent end use identification information.
• Documents the help desk problem solving process including successful and unsuccessful decisions, action taken, and results.
• Possesses strong attention to detail.
• Ability to communicate clearly and effectively over the phone.
• Good oral and written communication skills.
• Contribute solutions to issues in a knowledge base.
• Learn new technology tools as needed.
• Ability to multitask effectively.
• Ability to solve issues over the phone.
• Other duties as assigned by manager.

Job Requirements:

• Associate degree in Electronics, Computer Science or related area or equivalent education and/or experience, including field service or call center experience.
• (1) One to (3) three years technical support or related experience
• Experience on access control hardware & software platforms, specifically Software House CCURE 9000 and DMP Entre or Remote Link.
• Experience on CCTV platforms such as March Networks
• Know and adhere to quality process/systems
• Experienced with P.C. computer/on-line information systems, networked environments, and databases
• Experienced in installing, configuring, and maintaining enterprise software and administration.
• Experience in Remote Connect Software.
• Familiar with MS Office Applications
• Prior experience working in a team environment and independent of direct supervision.

We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.