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Technical Support II

3 months ago

New York, New York, United States ADT Full time

TECHNICAL SUPPORT REP II

Company Overview:

The next generation of ADT Commercial is here. 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 or follow us on LinkedIn.

POSITION SUMMARY

This position is responsible for the following responsibilities but not limited toproviding 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/Certification

  • 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.

ADT Commercial LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at to learn more.

ADT Commercial is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to applicants and existing employees and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religion, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breastfeeding, and related medical conditions), mental or physical disability, medical condition, military and veteran status, or any other status or condition protected by law. View the EEO poster here. View the Pay Transparency Nondiscrimination Provision here. View the E-Verify Posting here.

ADT Commercial is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability to search and apply for a career opportunity, please send an e-mail to and let us know your contact information and the nature of your request.