Junior Level 1 Technician (Internal)

Responsibilities

• Providing any remote assistance needed to customers and HQ technicians
• Troubleshooting any station issues as they arise
• Performing preventative maintenance on equipment
• Continuously monitoring and adjusting software on all computers to maximize analytics use
• Updating service records every time a service is performed on any hardware or software inside the station or customers’ sites with 100% accuracy
• Repair and upkeep all hardware and software on each computerized device
• Ensuring that company network, internet, phones, all computer devices and security system are running without interruption and error-free 24/7/365
• Educate all staff on how-to-use all computer software and hardware
• Teaching ICARE to everyone on a daily basis
• Continuously searching for more efficient hardware and software that can assist in productivity improvements
• Maintain current on all latest tech trends related to the security industry
• Keep the company technical manual up to date and complete at all times
• Train new team members to the best of your ability by providing commitment and support to their learning.
  

Requirements

• ICARE demonstrated in day-to-day behavior and communication with colleagues and clients
  
• Applicant has to be minimum Technology Operator as per Categorization
• General attendance rate higher than 95% in the previous 6 months
  
• Proven track record with customer-oriented KPIs
  
• Understanding existing and emerging technologies
• Professional English speaking and writing proficiency
• Readiness to work all shifts
• Readiness to work at all locations
• Excellent interpersonal, oral and written communication skills
• Clear understanding of our customer service and internal culture
• Extensive knowledge of our technical system and operations
• Previous experience in tech help desk is an asset
• IVMS/Speco/Avigilon/NVR/DVR - functionality and troubleshooting Web Power bars
• Analytics - setting up and utilization
• Field installation - equipment we are using, ISP, service support
• Advanced troubleshooting of station equipment
• Exceptional customer service skills - communicating and listening; gathering information and responding on-time and professionally
• Exceptional problem-solving skills - ability to foresee problems and quickly react when they occur
• Ability to focus on results and execute the plan as discussed and decided
• Ability to remain calm during stressful situations
• Ability to train new onboarding colleagues
• Ability to adapt quickly to changing environments including
• - Change in Customers and level of commitment they require 
• - Change in the use of technology
• - Change in internal policies and procedures
• No active disciplinary action

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