Technical Support II

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.