Remote Services Support Specialist

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

• 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 customer 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 in a technical support incident management system.
• 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.

• 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 multi task effectively.
• Ability to solve issues over the phone.
• Other duties as assigned by manager.

Job Requirements :

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.