What you will do
The Systems Support Technician provides specialized technical support to Field Technicians and to customers, by performing upload and download functions for National Account and Core Commercial customers. To succeed, our Support Technicians utilize knowledge of low to high-end panels, video, and government. Our Support Technicians also assist with technical trouble-shooting and special programming projects. This position requires a high degree of technical ability to research and resolve issues on DMP, Radionics, Focus, Safewatch, Vista, DSC Panels, various access control, and video systems.
How you will do it
- Take inbound phone calls from technicians and customers requesting uploads and downloads, programming information into new or existing accounts in response to tech requests or by the scope of work.
- Generates field service work order requests when unable to establish remote DLL sessions.
- Completes data entry into programming if required when completing a download.
- Resolves technical issues through research and investigation and responds back to appropriate parties via phone.
- Performs and issues confirmations when panel download has been completed.
- Other duties as assigned.
What we look for
Required
- Ability to multi-task; strong customer service, problem-solving, and communication skills.
- Strong foundation of researching, database building, and relaying information.
- Basic knowledge on hardware wiring and electrical.
- High school degree or equivalent required.
- Competency in Microsoft Windows / Office.
- Must be a team player and able to work as business needs dictate.
Preferred
- Demonstrated knowledge of all panel types and special programming projects.
- Experience with alarm installation, DLL, technical support, or data processing preferred.
- Ability to perform technical research to resolve complex problems in various versions of Focus, Safewatch, Vista, Radionics, DMP, and DSC panels.
- Knowledge in Access Control and Video products.
- 1 to 3 years of contact/call center experience.
