Essential Job Function:

• Provide both general and technical support via telephone/email to employees and contractors
• Able to effectively tailor communication and style to different audiences, both written and verbal
• Demonstrate strong troubleshooting and problem-solving skills, emphasis on troubleshooting issues with badges, access levels, and access control hardware, or proven technical ability
• Escalate and follow up on system issues with Application Engineers
• Ensure accuracy with security data across multiple systems
• Draft security drawings from project data, installation notes, and redline drawings
• Computer drafting of detailed floor plans abroad
• Regular maintenance of security drawings using project documents from various Global Security teams
• Perform regular audits of system software to ensure accuracy
• Able to work independently and within a team on daily tasks and projects
• Perform other related duties as required

QUALIFICATIONS/REQUIREMENTS:

• Be at least 18 years of age
• Possess a high school diploma or equivalent, or 5 years verifiable experience
• Possess effective written and oral communication and interpersonal skills with ability to deal with all levels of personnel and the general public in a professional and effective manner
• Licensing requirements are subject to state and/or local laws and regulations and may be required prior to employment.
• As a condition of employment, employee must successfully complete a background investigation and a drug screen in accordance with all federal, state, and local laws
• Display exceptional customer service and communication skills
• Quick learner who possesses effective time management: the ability to multitask, prioritize, demonstrate excellent organizational skills and attention to detail is a must
• Have strong computer skills to operate innovative, wireless technology at client specific sites
• Able to work in a fast-paced help desk environment
• Aptitude for acquiring skills in technical troubleshooting and eagerness to learn and take on new challenges
• Experience in troubleshooting badge and access management issues, and Knowledge of security device programing and functionality is a PLUS
• Preferred experience in VidSys, Lenel, Excel, Filemaker, Intaglio, or equivalent technical skill
• Knowledge of Mac computers preferred
• Must be flexible on schedule, including availability for weekends and holidays
• Ability to handle crisis situations at the client site, calmly and efficiently
• Able to:
  • Work in various environments such as cold weather, rain/snow or heat
  • Occasionally lift or carry up to 40 pounds
  • Climb stairs, ramps, or ladders occasionally during shift
  • Stand or walk on various surfaces for long periods of time