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Technical Service Coordinator

1 month ago

Syracuse, United States Eastern Security Services Full time
Job DescriptionJob Description

Pay Range:
$22-35/hr, commensurate with experience.

Benefits:
Medical, Dental, Vision, Life & Disability Insurance, 401(k) with 401k match, and paid sick and vacation time.

Location:?
This is an in-office position, based out of our Syracuse, NY headquarters. Training will involve occasionally shadowing field technicians on job sites in and around Syracuse, NY.

Hours:
Monday-Friday, 08:00am-04:30pm

Role Summary:
As a Technical Service Coordinator you will be responsible for providing level 1 technical support to both customers and field technicians. This involves remotely troubleshooting and resetting alarm panels and access codes, preparing on-site appointments or panel changes. Additionally, you will hold various administrative tasks, such as ordering parts and assisting the Technicians in preparing for on-site appointments and coordinating the annual maintenance schedule. Strong communication, organizational skills, and attention to detail are essential for this role. It would be beneficial if you had some previous experience in an IT support role, and a general understanding of networking principles and the electronic security industry.

Responsibilities:

  • Utilize technical expertise to understand customer needs and provide remote troubleshooting for their security systems
  • Efficiently triage customer inquiries, directing them to the appropriate department for resolution
  • Coordinate annual maintenance and inspection appointments for customers
  • and schedule service calls based on Technician’s level of expertise and proximity to other calls
  • Facilitate on-site appointments for Field Technicians by ordering parts and preparing outstanding tasks ahead of the scheduled appointment
  • Provide back-end support for Field Technicians during installation & service appointments
  • Remain up to date on all security services and life safety products and equipment being offered

Basic Qualifications:

  • High School Diploma.
  • Previous experience as Service Technician, IT Help Desk Technician or related field.
  • Strong interpersonal skills, both oral and written.
  • Proficiency of the Microsoft Office Suite (Word, Excel, PowerPoint).
  • Solid organization and priority management skills.

Preferred Qualifications:

  • Two (2) year Associate’s Degree.
  • IT/Network Certifications (CompTIA A+, Network+, etc.)
  • Knowledgeable in the operation and programming of CCTV systems, including Avigilon or equivalent, and other manufacturers in the industry.
  • Knowledgeable in the operation, programming and troubleshooting of Access Control systems, such as Avigilon, S2 or equivalent.

Employer's Disclaimer:
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.