Security Systems Technical Support

🕒 3 dias atrás

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Interface Systems

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🏨 Hospitalidade

📦 Logística

Consulting • Hospitality • Logistics

A Interface Systems é um provedor líder de soluções de segurança empresarial, insights acionáveis e conectividade de rede sob medida para empresas com várias localizações. Eles oferecem uma gama de serviços gerenciados, como monitoramento remoto por vídeo, segurança virtual, alarmes de intrusão e sistemas inteligentes de áudio. A Interface Systems se especializa em melhorar a eficiência operacional ao integrar tecnologias avançadas, como análise de vídeo com inteligência artificial e soluções de rede escaláveis, garantindo conformidade e segurança de rede sem interrupções. Seus serviços são particularmente focados em indústrias como varejo, hospitalidade e serviços financeiros, ajudando empresas a proteger ativos, otimizar operações e melhorar experiências dos clientes.

Descrição

• Provide fault isolation, repair, and service restoration for business security services. • Provide real-time Level 2 support through ticket management applications, email, chat, and phone. • Support security incidents escalated by Level 1 teams and determine escalation validity. • Take ownership of valid escalations and resolve incidents; coach Level 1 agents when escalations are invalid. • Lead and manage technical communication cycles with customers, field resources, internal teams, and vendors. • Execute or guide logical security fault isolation with clients, third-party service providers, and field technicians. • Build and maintain enterprise-level client relationships. • Maintain contractual Service Level Agreements and conduct root cause analyses for outliers. • Recognize, identify, and prioritize support incidents according to business requirements, policies, and operational impact. • Act as a second point of contact for Interactive Video/Audio, Intrusion, CCTV, and Intercom lines of business. • Act as primary point of contact for Fire, Business Intelligence, Access Control, and Sonitrol lines of business. • Manage or assist with assigned projects and program components. • Coordinate with support leaders using Microsoft Planner for communication and task updates. • Respond to technical inquiries from staff, administrators, site personnel, and outside vendors. • Analyze open cases and chronic locations using logical troubleshooting across security/video equipment, carrier circuitry, customer wiring, hardware, software, and alarm-monitoring signal/video verification. • Proactively manage recurring problems and propose additions or changes to knowledge articles. • Support Fire Systems, Access Control, and CCTV platforms and configurations. • Provide weekend and off-hours support as required.

🎯 Requisitos

• Minimum of 3 years of practical experience with a technology service provider providing technical support to Field Technicians and Customers. • Experience troubleshooting and repairing CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion is a plus. • Working and practical knowledge of low-voltage installation and support is a plus. • Honeywell, DMP, and Bosch training and/or certification is preferred. • Thorough understanding of security fundamentals, associated platforms, devices, and configurations. • Technical proficiency with Fire Systems, Access Control, and all forms of CCTV, including HikCentral and iVMS. • Ability to lead and manage effective verbal and written technical communication cycles. • Ability to engage with technical personnel, management, operations, support, and field resources. • Ability to operate in a fast-paced environment and negotiate demanding client requirements. • Ability to recognize, identify, and prioritize support incidents. • Ability to work with cross-functional teams to drive fault isolation, diagnosis, and resolution. • Ability to apply logical process-of-elimination troubleshooting. • Ability to work Sunday–Thursday, 9:00 AM–6:00 PM CST, with schedule flexibility and weekend/off-hours support as required.

🏖️ Benefícios

• For information about the perks and benefits of working at Interface, please check out our careers page. • Relentless support for customers • Caring for employees • Giving back to communities • Collaboration, commitment and fun company culture