Technical Support Representative Job at Acadian Total Security
ACADIAN MONITORING SERVICES
Job Title:
Tech Support Rep I
Accountability:
Reports to Director of Operations
Performance Appraisal Type:
Support
Department:
Acadian Total Security
FLSA Status:
Hourly - Non-Exempt
Work Schedule:
Full-Time - 8:00 A.M. - 5:00 P.M. (1 hour lunch break)
Equipment Used: Computer, Telephone
Job Summary: Utilizes their interpersonal skills to assist the external and internal customers with their needs.
CHAIN OF COMMAND
Position Title
Title Holder
Director of Operations
Al Lanclos
Senior Director
Brandon Niles
“Title Holders” are subject to change due to promotions, demotions and other structural changes within the company
JOB FUNCTIONS
1
Maintain and troubleshoot internal receipt of alarm data through receivers, automation and the network.
2
Troubleshoots equipment issues and service problems with customers via phone
3
Maintains or establishes dealer relations through proactive and effective communications with new or existing dealers and industry vendors.
4
Trains operators and dealers on procedures related to monitoring alarms and processing alarms through automation and receivers.
5
Oversees, diagnoses and rectifies internal issues with automation as well as operator issues regarding automation.
6
Maintains spreadsheets, records, processes, procedures and documentation of system designs.
7
Maintains inventory control of hardware and ID lines/circuits.
8
Maintains server room cleanliness and organization.
9
Remains educated and informed of industry trends in products, procedures and services.
10
Manages the ATS slack channels and works out of ATS service queue
11
Ensures that dealer issues are resolved promptly and professionally.
This job description is not intended, nor should it be construed to be an all inclusive list of responsibilities, duties, skills or working conditions associated with a particular job. It is intended to be only a general description of the principal requirements common to positions of this type. Unless specifically noted, these job functions are considered essential duties.
QUALIFICATIONS:
The requirements listed below are representative of the knowledge, skill, and/or ability required.
- High School diploma or GED.
- Must be PC literate with some familiarity with MS Word and Excel.
- Strong organizational skills.
- Ability to read and interpret documents such as operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
INTERPERSONAL REQUIREMENTS:
- Maintain social, ethical and organizational norms.
2. Achieve accomplishment of all task details, no matter how small.
3. Maintain good personal motivation; develop a sense of ownership of job tasks and results.
4. Must have a sense of urgency for all work performed.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical activities and the amount of time spent performing each while on this job:
AMOUNT OF TIME
None
Up to 1/3
1/3 to 2/3
Over 2/3
Stand
X
Walk
X
Sit
X
Talk or hear
X
Use hands to finger, handle or feel
X
Climb or balance
X
Stoop, kneel, crouch or crawl
X
Reach with hands and arms
X
Taste or smell
X
Weight lifting requirements and the amount of time spent lifting on this job:
AMOUNT OF TIME
None
Up to 1/3
1/3 to 2/3
Over 2/3
Up to 10 pounds
X
Up to 25 pounds
X
Up to 50 pounds
X
Up to 100 pounds
X
More than 100 pounds
X
Vision requirements:
Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
x Close Vision (clear vision at 20 inches or less)
x Color Vision (ability to identify and distinguish colors)
x Ability to Adjust Focus (ability to adjust the eye to bring an object into sharp focus)
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Exposure to environmental conditions and the amount of time exposed to each on this job:
AMOUNT OF TIME
None
Up to 1/3
1/3 to 2/3
Over 2/3
Wet, humid conditions (non-weather)
X
Fumes or airborne particles
X
Outdoor weather conditions
X
Extreme cold (non-weather)
X
Extreme heat (non-weather)
X
Risk of electrical shock
X
Work with explosives
X
Vibration
X
Travel
X
Noise level associated with this job:
x Moderate Noise (Examples: business office with typewriters and/or computer printers, light traffic)
TRAINING REQUIREMENTS:
- Completion of Acadian general orientation
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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