What are the responsibilities and job description for the Resolution Technician position at Watchtower Security LLC?
We are a rapidly growing national provider of video surveillance to the multifamily housing industry looking to fill an immediate opening in our Service Department. Our ideal candidate will perform a key role in maintaining constant operation of our network video systems nationwide through virtual troubleshooting, working with field technicians/subcontractors to reach physical resolutions, and responding to escalation requests. This role is also responsible for managing the procurement of parts for physical resolution needs through our logistics team, managing inventory of all subcontracted partners, and working tickets through a complete solution that has been implemented.
Essential Job Functions:
Support front-end technicians with virtual resolutions that have been escalated.
Receive and work physical tickets that have been assigned.
Use the ticketing system to access a detailed log of previous troubleshooting attempts, including all successful and unsuccessful actions taken.
Troubleshoot client sites network connectivity issues, malfunctioning equipment, or physically damaged equipment.
Take scheduled service calls with field technicians and subcontractors to manage the implementation of a physical solution.
Escalate client-impacting problems to back-end technicians for immediate resolution.
Alert technical supervisor to growing issues with subcontractors or equipment on a client site.
Identify improper site documentation in need of correction and create a ticket for frontend technicians to make corrections.
Assist in the development of physical resolution help sheets.
Assist in a Linux-based environment to troubleshoot enterprise system hardware with field technicians over the phone.
Administrative data entry.
Job Skills and Requirements:
Knowledge of computer hardware, including desktops, laptops, networking equipment, and analog/IP surveillance cameras.
Experience with Linux and command line interface.
Experience with Google Apps and Microsoft Office 365.
Experience in installing, configuring, and managing network equipment (routers, switches, radios, cameras, etc.).
Enjoys hands-on problem-solving in a fast-paced work environment.
Excellent communication and listening skills.
Strong team building, customer service, and interpersonal skills.
Must possess strong decision-making skills and be very detail oriented.
Salary : $49,000 - $51,000
