Securitas Technology is a division of Securitas AB, the largest protective services provider in the world with over 370,000+ Securitas Heroes across the world.
Securitas Technology offers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the Securitas Technology Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.
Our growth and rapid advancement in technology solutions have created the need for a Remote Services Support Specialist for our Electronic Security division.
Please note this position is based in-person at our office in Uniontown OH.
POSITION SUMMARY
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Performs user, operational and technical support services via telephone, email, internet, and intranet, for Securitas Electronic Security associates and external customers.
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Escalates non-documented issues to next level of support or management as required.
ORGANIZATIONAL RELATIONSHIPS
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Interface with, Field associates, Headquarters Support Organizations, Sales, Parts Facilities, customers and others as required.
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No direct supervision of other associates.
SCOPE OF RESPONSIBILITY
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Customer & Technical support includes operational, installation and support 24x7x365 on a rotating, on-call basis.
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Support provided to SES associates and external customers.
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May include use and configuration, data analysis, system and user operational guidance and problem analysis/resolution.
ESSENTIAL FUNCTIONS
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Provide technical/systems support as required for internal/external customers.
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Effectively and efficiently communicate with customer to identify symptoms, causes, and solutions.
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Retain ownership of issue until solution is identified and communicated to the customer.
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Log all required and pertinent information in a technical support incident management system.
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Organize and maintain technical knowledgebase and websites to include supported products and configurations.Work required shifts and maintain on-call availability as required. Maintain/enhance expertise on assigned products and related technology.
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Expand/develop product specialization for assigned products.
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Interact in a positive and professional manner with all callers.
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Provide special reports as required by manager.
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Identify and recommend process improvements.
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Escalate non-documented or unknown problems to next level of support.
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Support installation of new systems as required.
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Occasional travel for training or other support purposes.
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Will be required to work in a team environment.
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Maintain high phone availability.
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Assist in review of user guides, operations and technical manuals prior to formal release.
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Actively participate in improving individual and team performance.
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Good oral and written communication skills.
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Contribute solutions to issues in a knowledge Base
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Learn new technology tools as needed.
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Ability to multi task effectively.
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Ability to solve issues over the phone.
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Other duties as assigned by manager.
Job Requirements:
SPECIAL KNOWLEDGE, SKILLS AND ABILITIES
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Associate degree in Electronics, Computer Science or related area or equivalent education and/or experience, including field service or call center experience.
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1 - 3 years technical support or related experience
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Know and adhere to quality process/systems
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Experienced with P.C. computer/on-line information systems, networked environments, and databases.
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Experienced on Pacom, Lenel, Sielox, GE, and Honeywell Access Control systems hardware and software.
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Experienced in installing, configuring, and maintaining software and database administration.
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Experience in Remote Connect Software.
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Familiar with MS Office Applications
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Prior experience working in a team environment and independent of direct supervision.
Securitas Technology offers comprehensive benefits including:
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Company training
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Medical, Dental, Vision, and Life Insurance
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Company Paid Short Term and Long-Term Disability
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401K with 60% Match up to 6% of salary
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Paid vacation, holiday and sick time
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Educational Assistance
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Exceptional growth opportunities
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Wide variety of employee discounts on travel, equipment, and more!
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.