What are the responsibilities and job description for the Support Technician - CCTV/Access Control position at Skyline Technology Solutions, LLC?
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:
- 50% of the time on Objective 1: Install/Service Support
- 40% of the time on Objective 2: Internal Support
- 10% of the time on Objective 3: Customer Support
Job Responsibilities - What to Expect
- Create badges in Genetec for Skyline employees.
- Troubleshoot cameras and doors at all Skyline buildings.
- Create/edit access groups in Genetec.
- Perform Genetec system software upgrades.
- Support Installation Projects
- Pulling cameras into systems
- Troubleshooting camera issues remotely
- VMS and Access Control Support (as needed)
- Assist in lab to configure cameras and program VMS/Access Control software (as needed)
- Service Support
- Support field service technicians
- Work with vendor/manufacture support to resolve issues.
- If not available, can assign help from other support techs or lab tech.
- Schedule service techs and can change schedule if needed.
- Ensure SOAR board is updated.
- Update project SPEC sheet as needed.
- Respond to all tickets that come in throughout the day.
- Resolve any tickets that can be done remotely.
- Assign tickets to service technicians that will require site visits.
- Update High5 with appropriate comments and billing information
- Perform system upgrades.
- Ensure customer follow-ups are completed in a timely fashion.
Your Knowledge & Expertise
- Experience in CCTV systems 3 years
- Experience in Access Control systems 3 years
- High School Diploma/GED
- Proficient in Microsoft Outlook, Excel, Word, and Visio
- Verbal/Written Communication
- Customer Service Skills
- Certifications
- Genetec
- ONSSI
- Identicard
- Milestone
- Feenics
- Extensive knowledge of all VMS and Access Control Software that Skyline uses
- Networking knowledge
- Network layout
- Port Forwarding
- Firewalls
- VPN
- VLANs
- Subnets
