System Support Technician

2 months ago

Springfield, United States Federal Protection Inc Full time
Job DescriptionJob DescriptionSUMMARY DESCRIPTION:
  • This is an In-Office position in Springfield, MO
  • Under general direction of the Response Center Manager.
  • This position plays a critical role in our Remote Support Team and will be a technical product owner for our Security Solutions
  • Primary Focus will be to coordinate and/or assist in all activities related to the onboarding, setup, customer training, and ongoing support of Security System Solutions.
  • Secondary Focus will be to help assist field technicians and installers with technical support, controller programming, communicator registration/activation, configuration changes, troubleshooting, etc.
  • Additionally, this role will pursue cross-training with other teams and departments as they grow into a well-rounded expert; spending time with Alarm Monitoring, Install, Service and other teams as well

ADDITIONAL DUTIES/RESPONSIBILITIES:

  • Provide Remote Technical Support for all Federal Protection Security solutions to our customers, technicians & installers
  • Configure mobile application access for customers and technicians
  • Cross Train with Alarm Dispatch, Service Teams, & Install Teams to build a cohesive cross-functional team.
  • Various other tasks & duties as directed by the Response Center Manager

JOB REQUIREMENTS:

Education/Experience: Any combination equivalent to education and experience that provides the required skill and knowledge. Typical qualifications would be equivalent to:

  • Hands-On/Field Experience with: Security Systems, Video, Access Control, Fire, or other Low-Voltage Systems
  • Networking Experience / Technical Support for Networked Devices
  • High School Diploma or GED
  • Helpdesk Experience


DESIRED SKILLS:

TCP/IP Networking, CCTV, IP Video, Security Cameras, Security, Fire, Low Voltage, Troubleshooting/Problem-solving skills and a positive, can-do attitude. Professional customer-focused mentality is needed. Good documentation and data entry skills. Must be detail oriented and organized with superior phone, written & verbal communication, and interpersonal skills. Must have confidence to work independently, but responsive to team environment.

ABILITY:

Multi task ability and stress tolerance. Must be able to effectively communicate and articulate with technicians and customers professionally. Must be able to problem solve, be a quick thinker and resourceful. Strong phone presence, with the ability to speak to customers, and stakeholders at all levels of the organization. Must have the physical ability to bend down and to lift up to 50 lbs.

FLSA STATUS:

Non-Exempt

Job Type: Full-time

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