Technical Support II

Everon LLC
US - Georgia - Atlanta
January 10, 2025

Company Overview:

At Everon, we truly believe that our people are the difference - for our organization, the customers we serve and the communities we protect. When you're a part of Everon, you'll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit everonsolutions. com or follow us on LinkedIn.

POSITION SUMMARY:

This position is responsible for the following responsibilities but not limited to. providing tier 2 technical assistance and remote programming support to field technicians, installers and clients in our 24/7/365 support center. Supported systems include access control, CCTV, intrusion, and fire protection from various manufacturers. This position offers the potential for substantial growth in terms of skills and technical knowledge, as well as opportunities for career advancement within a large organization.

DUTIES & RESPONSIBILITIES:

Technician Support - Provide phone support to field technicians and installers. Tasks include assistance with troubleshooting issues with existing access control, CCTV, burglary and fire equipment, configuring new devices being added to the system, and confirming functionality.
Customer Support - Work directly with customers to answer questions they may have. Assist with troubleshooting any issues they may with their systems in an attempt to resolve remotely. If unable to resolve remotely, begin the process for getting a service call scheduled.
Service Request Processing - Receive service requests from customers and remotely troubleshoot all issues. If unable to resolve issue remotely, inform dispatch team so a technician dispatch can be scheduled.
Count Contact Maintenance - Process requests for alarm code activations/deactivations for customers. Update central station account information with code and emergency contact list changes.
Escalations - Assist with escalations from Tier 1 team members. This may involve working with the Tier 1 team member to resolve or taking over the request and handling it.

Minimum Education and Experience:

Associate Degree in IT related field
Knowledge and proficiency in using computer and MS Office applications (Word, Excel, Outlook)
Minimum 2 years technical support experience in similar industry

Preferred Education and Experience:

Strong understanding of networking principles
Genetec Level 1 Certifications:
SC-OTC-001, SC-STC-001, SC-SVA-001
Genetec Level 2 Certifications:
SC-ETC-001, SC-AFC-001
Bosch Intrusion Expert Certification
Verint EdgeVR Certification
Minimum of two additional certifications in Industry systems:
American Dynamics
Avigilon ACC/ACM
Lenel
Milestone
SoftwareHouse CCURE 9000
Stentofon Intercoms

Knowledge/Skills/Abilities/Competencies/Certifications:

Strong Organizational skills
Ability to prioritize and maintain multiple assignments.
Strong customer service skills
Self-motivated, ability to project a professional attitude.
Excellent teambuilding, customer service and interpersonal skills
Comprehends and learns department practices, rules, and regulations.
Speaks clearly and concisely.
Effectively communicates with a diverse population.
Strong written and verbal communication skills
Reacts and thinks quickly and effectively in difficult situations.
Follows written and oral instructions/direction.
Ability to locate informational resources as needed.
Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
Multi-tasking in various situations
Ability to work independently and as part of a team.
Ability to adapt to change as business needs require.
Ability to manage time effectively.
Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1. 35(c)

Read the full job description and apply online on the recuiter's web-site

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