Remote Services Support Specialist

Job Description

Job Description

Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With clients at the heart of all we do, our people, knowledge and technology power our connected ecosystem of health, safety and security solutions and services.

POSITION SUMMARY

• Performs user, operational and technical support services via telephone, email, internet, and intranet, for Securitas Electronic Security associates and external customers.
• Escalates non-documented issues to next level of support or management as required.

ORGANIZATIONAL RELATIONSHIPS

• Interface with Field associates, Headquarters Support Organizations, Sales, Parts Facilities, customers and others as required.
• No direct supervision of other associates.

SCOPE OF RESPONSIBILITY

• Customer & Technical support includes operational, installation and support 24x7x365 on a rotating, on-call basis.
• Support provided to SES associates and external customers.
• May include use and configuration, data analysis, system and user operational guidance and problem analysis/resolution.

ESSENTIAL FUNCTIONS

• Provide technical/systems support as required for internal/external customers.
• Effectively and efficiently communicate with customers to identify symptoms, causes, and solutions.
• Retain ownership of issue until solution is identified and communicated to the customer.
• Log all required and pertinent information into a technical support incident management system.
• Organize and maintain technical knowledgebase and websites to include supported products and configurations. Work required shifts and maintained on-call availability as required. Maintain/enhance expertise on assigned products and related technology.
• Expand/develop product specialization for assigned products.
• Interact in a positive and professional manner with all callers.
• Provide special reports as required by manager.
• Identify and recommend process improvements.
• Escalate non-documented or unknown problems to next level of support.
• Support installation of new systems as required.
• Occasional travel for training or other support purposes.
• Will be required to work in a team environment.
• Maintain high phone availability.
• Assist in review of user guides, operations and technical manuals prior to formal release.
• Actively participate in improving individual and team performance.
• Good oral and written communication skills.
• Contribute solutions to issues in a knowledge Base
• Learn new technology tools as needed.
• Ability to multitask effectively.
• Ability to solve issues over the phone.
• Other duties as assigned by manager.

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES

• Associate degree in Electronics, Computer Science or related area or equivalent education and/or experience, including field service or call center experience.
• 1 - 3 years technical support or related experience
• Know and adhere to quality process/systems
• Experienced with P.C. computer/on-line information systems, networked environments, and databases.
• Experienced on Pacom, Lenel, Sielox, GE, and Honeywell Access Control systems hardware and software.
• Experienced in installing, configuring, and maintaining software and database administration.
• Experience in Remote Connect Software.
• Familiar with MS Office Applications
• Prior experience working in a team environment and independent of direct supervision.

Securitas Technology offers comprehensive benefits including:

• Company training
• Medical, Dental, Vision, and Life Insurance
• Company Paid Short Term and Long-Term Disability
• 401K with 60% Match up to 6% of salary
• Paid vacation, holiday and sick time
• Educational Assistance
• Exceptional growth opportunities
• 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.