Our New Teammate
As a Support Technician, you will be the front-line support responsible for triaging, solving, or escalating any service-related issues for Skyline Technology Solutions' client base.
You can expect to spend your time accomplishing the following:
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50% of the time on Objective 1: Install/Service Support
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40% of the time on Objective 2: Customer Support
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10% of the time on Objective 3: Internal Support
Job Responsibilities - What to Expect
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Troubleshoot and fix CCTV Camera Solutions and Access Control Systems.
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Support Installation Projects
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Pulling cameras into systems
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Troubleshooting camera issues remotely
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VMS and Access Control Support (as needed)
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Assist in the lab to configure cameras and program VMS/Access Control software (as needed)
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Service Support
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Support field service technicians
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Work with vendor/manufacturer support to resolve issues.
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Create/edit access groups in Genetec.
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Perform Genetec system software upgrades.
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If not available, can assign help from other support techs or lab tech.
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Schedule service techs and can change the schedule if needed.
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Ensure SOAR board is updated.
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Update project SPEC sheet as needed.
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Respond to all tickets that come in throughout the day.
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Resolve any tickets that can be done remotely.
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Assign tickets to service technicians that will require site visits.
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Create badges in Genetec for Skyline employees
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Update High5 with appropriate comments and billing information
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Perform system upgrades.
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Ensure customer follow-ups are completed in a timely fashion.
Your Knowledge & Expertise
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Experience in CCTV systems 3+ years
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Experience in Access Control systems 3+ years
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High School Diploma/GED
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Proficient in Microsoft Outlook, Excel, Word, and Visio
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Verbal/Written Communication
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Customer Service Skills
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Certifications
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Genetec
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ONSSI
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Identicard
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Milestone
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Feenics
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Extensive knowledge of all VMS and Access Control Software that Skyline uses
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Networking knowledge
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Network layout
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Port Forwarding
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Firewalls
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VPN
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VLANs
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Subnets
Benefits Included:
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Medical Insurance
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Vision Insurance
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Dental Insurance
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FSA Plan
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Paid Time Off
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401K Retirement Savings Plan
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Training & Tuition Assistance
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Disability & Life Insurance
