SOC Tier 1 Technical Support Lead
Interface

Earth City, Missouri

Posted in IT


This job has expired.

Job Info


SUMMARY:

The SOC Technical Support Level 1 Lead supports field Technicians, Internal and Subcontractors, in the troubleshooting, repairing, and installing of Intrusion, Access Control, Fire alarm, Intercom, and CCTV systems. The primary goal is to assure the Field Technicians are successful in providing the customer a system working as designed and per manufacturer specification.

Must be eligible to work in the U.S. for any employer.

ESSENTIAL JOB FUNCTIONS:

  • Support Technicians via phone and webchat
  • Perform remote programming on ISS maintained systems
  • Assist other agents in providing technical support to field technicians
  • Communicate in a professional manner
  • Assures ISS standards are adhered to.
  • Attend and participate in meetings and conference calls with customers and internal teams as directed.
  • Identify inefficiencies and suggest processes to improve upon.
  • Handle and resolve escalations from internal teams and customers.
  • Escalate issues that negatively affect customers or technicians.
  • Other duties as assigned by manager.

Job Requirements

EDUCATION AND EXPERIENCE:

  • High school diploma or GED equivalent
  • Previous call center experience preferred.
  • Minimum of 2 years of providing technical support to Field Technicians and Customers.
  • Working knowledge of low-voltage installation and support
  • Experience troubleshooting and repairing intrusions, CCTV, and Fire Alarm systems.
COMPETENCY REQUIREMENTS - Knowledge, Skills, and Abilities:
  • Positive "Can Do" attitude
  • Strong organizational skills
  • Professional written and oral communication skills
  • Familiar and competent with Intrusion programming platforms such as Compass, RPS, DMP.
  • Technically knowledgeable of security-related solutions supported by ISS
  • Self-Starter who can work with little supervision
  • Sense of urgency to assure Technicians are not wasting time on site
  • Flexibility, ability, and willingness to adapt to changes initiated by management
  • Ability to learn new technologies.


This job has expired.

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