Job Order Detail

Description

You will receive and resolve customer or dealer concerns regarding the operation of the alarm system by analyzing, diagnosing, and testing the alarm system and associated peripherals and interactive services using various applications; and when appropriate escalating the issue.  

TYPICAL DUTIES
-Responds to all incoming correspondence or calls relating to the installation or the support of alarm systems and associated peripherals and interactive services from dealers and customers.
-Assist customers and internal staff by troubleshooting of malfunctions, installations and operating systems (2nd and 3rd level support).
-Following procedure, uploads/downloads alarm panel software programming in partnership with the dealers technicians.
-Acts as technical resource for all unresolved and escalated troubles.
-Participates in the service development process, particularly in the testing and validation of new products and services, as directed.
-Provides configuration recommendations for new and emerging products and services, as directed.

QUALIFICATIONS
-Diploma in computer science, computer networking or a technology-based field of study.
-2 years experience in a technical support environment OR within the security industry in a technical role
-Advanced knowledge of alarm signal formats and translation, monitoring software, alarm system programming, and interactive service portal configuration.
-Understanding of ULC standards and regulations would be considered an asset.
-Working knowledge and experience with personal computers from a hardware, software and networking perspective.
-Excellent verbal and written communication skills and the ability to deal effectively with others.