Service Operations Support Analyst

Envera Systems is a rapidly growing Florida-based electronic security company with strong financial backing, advanced proprietary technology and unique solutions, specializing in live monitored, access control and active video monitoring. We are dedicated to creating a supportive entrepreneurial work environment for its talented, hard-working, team-oriented employees. We offer benefits that include, medical, dental, vision, 401(k) and other supplemental benefits. Ideal candidates will be highly motivated, with a positive attitude, passion for winning and commitment to excellence.

As a member of the Service Operations Support team, this individual will be the main point of contact for communities to report service related issues or preliminary technical troubleshooting tasks. Other tasks will include access control management and proactive system quality checks. In this position, a successful applicant will exude great attention to detail and multitasking skills.

SHIFT: Monday, Wednesday, Friday, Saturday OR Sunday - 9:30am-8pm

Responsibilities:

• Retrieve and review video footage from CCTV camera systems in order to summarize events for gate incidents and sends report to community contacts.
• Responds to community requests for schedule changes for Active Video Surveillance services, access control, gate schedule (temporary), and amenity alarm times for events.
• Review ISP outages and submit a ticket to a third party vendor for troubleshooting.
• Basic technical troubleshooting.
• Proactive system quality checks seeking break/fix issues (Gates, DVRs, Cameras, Alarms, etc.)
• Receive break/fix reports from other departments and conduct immediate assessments for determination/resolution (Escalate to the Field Support, IT, etc.)
• Conduct Security internal audits in accordance with Departmental requirements.
• Monitors reported site issues via Email, Phone calls, Cases in Salesforce.
• Other responsibilities assigned by supervisor.

Experience:

• HS Diploma or Equivalent

Skills:

• Good working knowledge of security systems for access control, CCTV, employee/guest/vendor badging, alarm monitoring, and dispatch.
• Excellent oral and written communication skills in English are required. Fluency in additional languages is a plus.
• Ability to work as part of a small group to resolve urgent issues, process orientated with high attention to detail, and triage a problem quickly providing precise/clear information while working under minimum supervision. Ability to work independently is preferred
• Ability to analyze and produce course of action reporting and escalate issues to management in typical and crisis situations is preferred.

Abilities:

• Ability to work overtime as requested by management.
• Ability to work effectively with others.
• Ability to work as part of a fast paced team and be flexible.
• Ability to communicate effectively, written and verbally.