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Technical Support Specialist - Mitel

Company: Securitas Electronic Security
Location: Elmsford
Posted on: June 6, 2021

Job Description:

Date Posted:
5/25/2021
Job Code:
TechSup
City:
Elmsford
State:
NY
Country:
United States of America
Category:
IT

Description

 

Securitas Electronic Security Technology and Solutions groups are experiencing tremendous growth due to our success establishing Securitas’s place as a market-leading, global provider of integrated security solutions technologies. 

Our growth and rapid advancement in technology solutions have created the need for a Customer Support Representative for our Electronic Security division based in Uniontown OH.

POSITION SUMMARY

  • Performs user, operational and technical support services via telephone, email, internet, and intranet, for Securitas Electronic Security associates and external customers.
  • Escalates non-documented issues to next level of support or management as required.

ORGANIZATIONAL RELATIONSHIPS

  • Interface with, Field associates, Headquarters Support Organizations, Sales, Parts Facilities, customers and others as required.
  • No direct supervision of other associates.

SCOPE OF RESPONSIBILITY

  • Customer & Technical support includes operational, installation and support 24x7x365 on a rotating, on-call basis.
  • Support provided to SES associates and external customers.
  • May include use and configuration, data analysis, system and user operational guidance and problem analysis/resolution.

 

ESSENTIAL FUNCTIONS

  • Provide technical/systems support as required for internal/external customers.
  • Effectively and efficiently communicate with customer to identify symptoms, causes, and solutions.
  • Retain ownership of issue until solution is identified and communicated to the customer.
  • Log all required and pertinent information in a technical support incident management system.
  • Organize and maintain technical knowledgebase and websites to include supported products and configurations.
  • Work required shifts and maintain on-call availability as required.
  • Maintain/enhance expertise on assigned products and related technology.
  • Expand/develop product specialization for assigned products.
  • Interact in a positive and professional manner with all callers.
  • Provide special reports as required by manager.
  • Identify and recommend process improvements.
  • Escalate non-documented or unknown problems to next level of support.
  • Support installation of new systems as required.
  • Occasional travel for training or other support purposes.
  • Will be required to work in a team environment.
  • Maintain high phone availability.
  • Assist in review of user guides, operations and technical manuals prior to formal release.
  • Actively participate in improving individual and team performance.
  • Good oral and written communication skills.
  • Contribute solutions to issues in a knowledge Base
  • Learn new technology tools as needed.
  • Ability to multi task effectively.
  • Ability to solve issues over the phone.
  • Other duties as assigned by manager.

Minimum Requirements

 

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES

  • Associate degree in Electronics, Computer Science or related area or equivalent education and/or experience, including field service or call center experience.
  • 1 - 3 years technical support or related experience
  • Know and adhere to quality process/systems
  • Experienced with P.C. computer/on-line information systems, networked environments, and databases.
  • Experienced on IP Phone Support for Mitel systems
  • Experienced in installing, configuring, and maintaining software and database administration.
  • Experience in Remote Connect Software.
  • Familiar with MS Office Applications
  • Prior experience working in a team environment and independent of direct supervision.

Keywords: Securitas Electronic Security, Yonkers , Technical Support Specialist - Mitel, Other , Elmsford, New York

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