Security Alarm Help Desk Technician in Plano, TX at Interface Security Systems

Date Posted: 2/14/2018

Job Snapshot

Job Description

 At Interface, it’s the human equation that drives us.

Headquartered in St. Louis, Missouri, Interface is uniquely qualified to be the one source for safeguarding customer data, people, and assets. As the leading national provider of cloud-based managed network services and security systems for retail, commercial and small business customers, we provide the industry’s most comprehensive bundle of integrated solutions that connect and protect some of America’s best-known companies.

Our service offerings include PCI-compliant private secure managed broadband, managed digital voice, alarm/event monitoring, interactive video surveillance, managed access control and fire/life safety systems. Multiple UL-Approved 5-Diamond CSAA Certified Secure Operations Centers monitor, manage and support their system, backed by a nationwide service delivery infrastructure.

Interface believes in the philosophy of listening to our customers and addressing their needs. We are guided by integrity as well as an all-consuming desire to exceed expectations and foster long-term partnerships. Our goal is nothing less than complete customer satisfaction. And we strive to achieve it by providing responsive, accommodating service to each and every one of our valued clients.

SECURITY ALARM HELP DESK TECHNICIAN SUMMARY

Reporting to the Help Desk Manager, the Security Alarm Help Desk Technician is responsible for providing alarm technical support for Interface Security field technicians servicing Interface Security supported alarm systems. The Security Alarm Help Desk Technician will document all required troubleshooting steps taken in the customer relationship management software to remotely resolve technical issues to the customer’s satisfaction and maintaining Interface security standards. After proper troubleshooting steps are taken, if the issue cannot be resolved remotely, the Security Alarm Help Desk Technician will promptly escalate the issue to the appropriate team for field service repairs or on-site troubleshooting.  

Past professional security alarm and networking experience REQUIRED.

CompTIA A+ & Network+Certification PREFERRED but not required.

 

PRIMARY RESPONSIBILITIES: SECURITY ALARM HELP DESK TECHNICIAN

  • Provide technical support for various alarm components, primarily Honeywell brand.
  • Provide field technicians with programming information for alarm systems.
  • Work with field technicians with new installations and service calls by assisting the technicians on signals sent, signal strength, and updating panel zone information.
  • Provide signal history from the alarm system, making the necessary notes on the account regarding alarm status.
  • Provide troubleshooting support to field technicians with alarm systems, video system and digital voice.
  • Ability to uninstall and reinstall software and diagnose hardware related issues.
  • Read and respond to all Interface email communication sent to the Helpdesk related distribution groups. If email is directed to individual Helpdesk technician, a response is required until there is a clear resolution of the subject, inquiry or topic discussed.

 

Job Requirements

QUALIFICATIONS: SECURITY ALARM HELP DESK TECHNICIAN

 EDUCATION AND/OR EXPERIENCE

  • High school diploma or equivalent plus two to four years' related experience with low-voltage installation or support. 
  • Prior Field Technician/Installation Technician/Alarm Technician experience. 
  • Security Industry experience preferred (Honeywell training preferred but not mandatory). 
  • Security Alarm Technical Support experience.

LANGUAGE AND COMMUNICATION SKILLS

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedures manuals.
  • Ability to speak clearly and effectively. 
  • Verbal and written communication must be customer service oriented with professional, courteous, and business appropriate dialog.
  • Ability to communicate technical information and give direction clearly and effectively. 
  • Active and empathetic listening skills when dealing with internal and external customers, including the ability to maintain calm during stressful situations. 
  • Focused on customer service, ensuring the highest levels of service and customer satisfaction. 
  • Must be able to effectively multitask using multiple programs and communication channels. 

  COMPUTER SKILLS

  • High knowledge of windows operating systems, port forwarding, IP mapping and command prompt configuration. 
  • Installing and troubleshooting hard drives.
  • Troubleshooting general operating system errors. 
  • Ability to display good aptitude to learn new software. 

 REASONING ABILITY

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, map, resolution code, or schedule form. 

CERTIFICATES, LICENSES, AND REGISTRATION

  • Maintain any required state licenses for remote Technical Support assistance. 
  • Security Alarm License preferred, but not required. 

 

Interface offers a competitive compensation package based on education and experience plus excellent benefits that include medical, dental, vision, 401(k), paid time off, the opportunity for growth and much more. Please submit a resume, cover letter, and compensation requirements.

Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.