Company Overview:

At ADT Commercial, we are in the business of helping people and organizations to protect what matters most to them. Building upon ADT’s 145-year legacy, we secure the livelihoods and futures of critical commercial environments, retail location, educational campuses, healthcare facilities and financial institutions across the U.S. as an industry-leading security, fire and life safety systems integrator. We strive to have the most experienced and technically trained and talented teams in the industry, driven by excellence at every turn. At ADT Commercial, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of ADT Commercial, you’ll have the opportunity to be a part of that difference every day. With more than 300 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.adtcommercial.com or follow us on LinkedIn and Facebook.

Position Summary:
This position is responsible for the following responsibitilies but not limited to… providing tier 2 technical assistance and remote programming support to field technicians, installers and clients in our 24/7/365 support center. Supported systems include access control, CCTV, intrusion, and fire protection from various manufacturers. This position offers the potentional for substantial growth in terms of skills and technical knowledge, as well as opportunities for career advancement within a large organization.

Duties and Responsibilities:

• Technician Support - Provide phone support to field technicians and installers. Tasks include assistance with troubleshooting issues with existing access control, CCTV, burglary and fire equipment, configuring new devices being added to the system, and confirming functionality
• Customer Support - Work directly with customers to answer questions they may have. Assist with troubleshooting any issues they may with their systems in an attempt to resolve remotely. If unable to resolve remotely, begin the process for getting a service call scheduled.
• Service Request Processing - Receive service requests from customers and remotely troubleshoot all issues. If unable to resolve issue remotely, inform dispatch team so a technician dispatch can be scheduled.
• ccount Contact Maintenance - Process requests for alarm code activations/deactivations for customers. Update central station account information with code and emergency contact list changes.
• Escalations - Assist with escalations from Tier 1 team members. This may involve working with the Tier 1 team member to resolve or taking over the request and handling it.

Minimum Education and Experience

• Associate Degree in IT related field
• Knowledge and proficiency in using computer and MS Office applications (Word, Excel, Outlook)
• Minimum 2 years technical support experience in similar industry

Preferred Education and Experience

• 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 Certificaion
• 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/Abilities/Competencies/Certificaion

• Strong Organizational skills
• Ability to prioritize and maintain multiple assignments
• Strong customer service skills
• Self motivated, ability to project a professional attitude
• Excellent teambuilding, customer service and interpersonal skills
• Comprehends and learns department practices, rules and regulations.
• Speaks clearly and concisely.
• Effectively communicates with a diverse population.
• Strong written and verbal communication skills
• Reacts and thinks quickly and effectively in difficult situations.
• Follows written and oral instructions/direction.
• Ability to locate informational resources as needed.
• Proficient with prioritizing decisions based upon multiple criteria and identifiable standards of policies and procedures.
• Multi-tasking in various situations
• Ability to work independently and as part of a team.
• Ability to adapt to change as business needs require.
• Ability to manage time effectively

ADT Commercial is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to applicants and existing employees and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religion, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breastfeeding, and related medical conditions), mental or physical disability, medical condition, military and veteran status, or any other status or condition protected by law. View the EEO poster here. View the Pay Transparency Nondiscrimination Provision here. View the E-Verify Posting here.

ADT Commercial is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability to search and apply for a career opportunity, please send an e-mail to commercialrecruiting@adt.com and let us know your contact information and the nature of your request.