Technical Support

Jobco Staffing Inc - Deerfield, IL

Technical Support

Deerfield IL

$18.00 an hour

Job Responsibilities

Responds to system support issues via phone, email, and ticket process for Security, Fire, and Safety equipment including:

Troubleshooting system problems and remotely resolving technical and operational issues

Deploying field technicians and/or communicating issues with vendors for resolution

Follow up with other internal departments (IT, Asset Protection, HR, etc.) for resolution and escalation.

  • To customer service and information requests from internal departments and federal, state, and local authorities.

  • Accurately documents and summarizes interactions with internal customers, for tracking and reporting purposes.

  • Reviews alarm exception reports and follows prescribed procedures to resolve and escalate service issues.

  • Maintaining security information and key holder contact information in and in accordance with established policies and procedures.

  • Navigates through a solution database and follows through on prescribed procedures to provide answer for problems.

  • Works with employees within and outside the department to ensure the resolution or proper escalation of incidents.

  • Communicates clearly, concisely and precisely verbally and in writing.

  • Develops, maintains, and applies knowledge of systems and tools necessary to troubleshoot problems.

  • Adheres to department and company policies, procedures, and expectations particularly service level objectives.

    Must have:

  • Strong Typing and communication skills

  • Administrative and troubleshooting skills

  • Strong Computer skills and usage. 

  • Strong MS Office Skills

Accuracy is a must

Very proficient in Word and Excel

Word example: opening a document, cutting, pasting and aligning text, selecting font type and size, changing margins and column width, sorting, inserting bullets, pictures and dates, using find and replace, undo, spell check, track changes, review pane and/or print functions

Excel example: opening a workbook, inserting a row, selecting font style and size, formatting cells as currency, using copy, paste and save functions, aligning text, selecting cells, renaming a worksheet, inserting a column, selecting a chart style, inserting a worksheet, setting margins, selecting page orientation, using spell check and/or printing worksheets

MS Outlook/MS Webmail: Professional writing skills. Know your audience.

  • Sense of urgency

  • Critical thinking skills

Linear and non-linear thinking skills

  • Task orientated

  • The ability to learn new software

  • Multitasking is a must

    Workwithmultiplescreens

Work with multiple software at the same time

  • Technical Troubleshooting Background (Alarm or Central Station Tech Support is a plus)

    HelpDesk

    ServiceDesk

  • Customer Service background

  • Strong Phone Support

  • Collaborative

    Preferred but not mandatory:

  • Security system background (not necessarily Guard or IT Security)

MAS
(Bosch/Ademco/DMP) o Fire Alarm Systems (Silent Knight/Fire-Lite) Remedy
Bosch CCTV

 

 

 

 



Posted On: Thursday, June 27, 2019



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