Video Security Support Technician

SUMMARY DESCRIPTION:

• Under general direction of the Response Center Manager.
• This position plays a critical role in our Remote Support Team and will be a technical product owner for our remote monitored Video Security Solutions
• Primary Focus will be to coordinate and/or assist in all activities related to the onboarding, setup, programming, customer training, and ongoing support of FRC Video Monitoring Solutions.
• Additionally, this role will maintain regular communication with customers to ensure their expectations are being met/surpassed, and coordinate recurring inspections/tests of active solutions to ensure the proper functionality of the solution.

ADDITIONAL DUTIES/RESPONSIBILITIES:

• Provide Remote Technical Support for all Federal Protection Security solutions to our customers, technicians & installers
• Configure mobile application access for customers and technicians
• Cross Train with Alarm Dispatch, Service Teams, & Install Teams to build a cohesive cross-functional team.
• Various other tasks & duties as directed by the Response Center Manager

JOB REQUIREMENTS:

Education/Experience: Any combination equivalent to education and experience that provides the required skill and knowledge. Typical qualifications would be equivalent to:

• Hands-On/Field Experience with: IP Based Security Cameras, CCTV, Video Recording, Security Systems, other Low-Voltage Systems
• Networking Experience / Technical Support for Networked Devices
• High School Diploma or GED
• A+ Certification Preferred
• Helpdesk Experience Preferred

DESIRED SKILLS:

TCP/IP Networking, CCTV, IP Video, Security Cameras, Security, Fire, Low Voltage, Troubleshooting/Problem-solving skills and a positive, can-do attitude. Professional customer-focused mentality is needed. Good documentation and data entry skills. Must be detail oriented and organized with superior phone, written & verbal communication, and interpersonal skills. Must have confidence to work independently, but responsive to team environment.

ABILITY:

Multi task ability and stress tolerance. Must be able to effectively communicate and articulate with technicians and customers professionally. Must be able to problem solve, be a quick thinker and resourceful. Strong phone presence, with the ability to speak to customers, and stakeholders at all levels of the organization. Must have the physical ability to bend down and to lift up to 50 lbs.

FLSA STATUS:

Non-Exempt

Job Type: Full-time