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Technical Support II

Everon, LLC Tampa, FL

Tampa, FL

Today

Full time Customer Support Fire Protection Information Technology (IT)

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Job Description

Everon, LLC is hiring a Technical Support II to strengthen its 24/7/365 support center. In this onsite role in Tampa, FL, you will provide tier 2 technical assistance and remote programming support for field technicians, installers, and clients. The position supports access control, CCTV, intrusion, and fire protection systems across multiple manufacturers.

What you’ll do

Provide phone support to field technicians and installers, including troubleshooting existing access control, CCTV, burglary, and fire equipment.
Help configure new devices being added to the system, and confirm functionality after changes.
Partner directly with customers to answer questions and troubleshoot system issues remotely, with the goal of resolving problems without onsite visits.
When remote troubleshooting is not successful, start the process for scheduling a service call.
Receive customer service requests and remotely troubleshoot all issues; if resolution cannot be reached remotely, notify the dispatch team so a technician can be scheduled.
Process requests for alarm code activations and deactivations and update central station account information, including code and emergency contact list changes.
Support escalations from the Tier 1 team, either collaborating to resolve the request or taking over and handling it.

Education and experience

Associate Degree in an IT related field
Minimum 2 years of technical support experience in a similar industry

Technical skills

Knowledge and proficiency using computer tools and MS Office applications: Word, Excel, and Outlook
Required technologies: MS Office (Word, Excel, Outlook)

Preferred education and certifications

Strong understanding of networking principles
Genetec Level 1 Certifications: SC-OTC-001, SC-STC-001, SC-SVA-001
Genetec Level 2 Certifications: SC-ETC-001, SC-AFC-001
Bosch Intrusion Expert Certification
Verint EdgeVR Certification
Minimum of two additional certifications in industry systems:
- American Dynamics
- Avigilon ACC/ACM
- Lenel
- Milestone
- SoftwareHouse CCURE 9000
- Stentofon Intercoms

Knowledge, skills, and abilities

Strong organizational skills and the ability to prioritize while managing multiple assignments
Strong customer service skills and self-motivation
Ability to maintain a professional attitude and deliver clear, concise communication
Excellent teamwork, customer service, and interpersonal skills
Ability to comprehend and learn department practices, rules, and regulations
Ability to communicate effectively with a diverse population, both verbally and in writing
Ability to react and think quickly in difficult situations
Ability to follow written and oral instructions and locate informational resources as needed
Proficiency prioritizing decisions based on multiple criteria and applicable policies and procedures
Ability to multi-task, work independently and as part of a team, adapt to change, and manage time effectively
Ability to read and interpret applicable documents, materials, and procedures presented in English

Location: Tampa, FL (onsite). Experience level: 2+ years. Education: Associate Degree in an IT related field.

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