Security Alarm Tech Support - Access Control, CCTV, Intrusion - Remote

About the role

The Level 2 Security Technical Support position exists within Interface's Customer Support Organization centered around Security Lifecycle Support. Interface provides nationally recognizable clients with a diverse bundle of managed communications, networking, and security solutions . A Level 2 Technical Support Agents' functional focus of this role is providing fault isolation, repair, and service restoration while providing first class service for clients. This position plays a key role in enabling a seamless customer-driven support experience for the complex networks being supported . Business Security services supported are Analog and IP-based which include CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion service offerings . Though paired with Level 1 support teams, this role also engages directly with customers as required . In addition to demonstrating expertise with Business Security device configurations; exceptionally strong written, oral, and customer communication skills are also required . Level 2 Security Support Analysts are required to provide real-time support through various channels including ticket management applications, email, chat, and phone . Key day-to-day functions include supporting security incidents that could not be resolved by the Level 1 support teams . Those cycles range in size and complexity; including everything from single site devices and connectivity diagnosis to broad scale faults and complex configuration changes. We currently have two remote openings available with the following schedules: Tuesday-Saturday, 9:00 AM - 6:00 PM (Sunday and Monday off) Sunday & Monday: 11:00 AM - 8:00 PM; Tuesday-Thursday: 10:30 AM - 7:30 PM (Friday and Saturday off)

Responsibilities

• Ability to lead and manage practical and highly effective technical communication cycles; both verbal and written.
• Effectively engages with a diverse internal and external audience . The customer audience includes technical personnel, management, operations, support, and field resources . Internal teams include Field Operations, Logistics, Delivery, Account Management, Network Engineering, and various vendors.
• Execute and/or guide logical security fault isolation practices with clients, which may involve engagement with 3rd Party Service Providers and/or Work Order Requests for Field Technician Support.
• Build and maintain enterprise-level client relationships to instill confidence in our product and life cycle management.
• Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
• Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management.
• Recognize, identify , and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact.
• Act as a second point of contact for Customer and Field Engineer channels for Interactive Video/Audio, Intrusion, CCTV, and Intercom lines of business.
• Act as primary point of contact for Customer and Field Engineer channels for Fire, Business Intelligence, Access Control and Sonitrol lines of business
• Maintain a thorough understanding of Security fundamentals, associated platforms, devices, and configurations.
• Manage or assist on assigned projects and program components to deliver services in accordance with established objectives . Coordinate with your support leaders on Microsoft Planner for timely communication and task updates.
• Respond to inquiries from staff, administrators, site personnel and outside vendors to provide technical assistance and support.
• Demonstrate technical proficiency with Fire Systems, Access Control, and all forms of CCTV including but not limited to HikCentral , iVMS ..etc.
• Work schedule flexibility, weekend and off hours suppor

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Company Intel

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