Support Specialist – Physical Security and Fire Life Safety

Deerfield, IL (onsite)

Contract-To-Hire

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 third party vendors for resolution
• Follow up with other internal departments (IT, Asset Protection, HR, etc.) for resolution and escalation.
• Responds 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.
• Maintains security pass code information and key holder contact information in central database and in accordance with established policies and procedures.
• Navigates through a solution database and follows through on prescribed procedures to provide best possible 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.

Qualifications:

• High School Diploma/GED.
• Basic PC skills: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents, access information on-line, use of multiple screens, use multiple programs at one time.
• Basic to 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
• Not easily distracted
• The ability to learn new software
• Multitasking is a must
• Work with multiple screens
• Work with multiple software at the same time
• Excellent task-switching ability
• Technical Troubleshooting Background (Alarm or Central Station Tech Support is a plus)
• Help/Service desk experience
• Customer Service background
• Intermediate Phone Support
• Collaborative

Preferred but not mandatory:

• Physical Security (Security Hardware such as Intrusion, Fire and CCTV) system background
• System Knowledge
• MAS
• Burglar Alarm System (Bosch/Ademco)
• Fire Alarm Systems (Silent Knight/Fire-Lite)
• Remedy
• Avaya Phones
• Bosch CCTV

Physical Requirements:

• Must be able to sit for long periods of time
• Exposure to air-conditioned/heated office environment
• Exposure to low noise levels from office equipment and voices
• Understanding of open office seating culture

Job Types: Contract, Full-time

Pay: $19.00 - $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• Are you comfortable with a 6 month contract-to-hire set up?

Work Location: In person

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