Job Description

The Senior ESS Field Support Technician provides technical and operational support of Electronic Security (ESS) equipment and systems (Card Access, CCTV, CATV and Intrusion detection systems) located within the following types of environments: Business/corporate offices, warehouses/ distribution centers, data centers, as well as construction sites.

This position will also serve as the on-site liaison between the client, Diversified, and the other members of the on-site team. Diversified provides financial support and paid time for continued education leading to industry certifications and employee career development.

The Support Services Technician will be required to be on site Monday-Friday for eight (8) hours per day. Start and end times will be determined by Diversified and the client. Overtime may be required upon request.

• Weekly direct deposit - opportunity for overtime
• Full benefits package
• Full time/permanent

What will you be doing?

• Exercising advanced technical skill level abilities to perform routine maintenance of advanced ESS related systems – including preventive maintenance, troubleshooting and break/fix repair of faulty systems and equipment.
• Act as the liaison between the on-site team and Diversified Service management.
• Oversight for planning and implementation of process improvement principles required to maintain ESS technologies in critical areas.
• Oversee repair and service of all equipment while planning and implementing improvements. Act as the technical escalation point for all ESS equipment and related issues.
• Work with the client team in the scheduling of meetings, and preparation of meeting room accommodations for trainers and end-users.
• Daily/weekly preventative maintenance scheduling and execution, with reporting to the client to ensure equipment and customized space functionality is optimized and ready for use.
• Identify defective or failed equipment and take ownership to resolution. Provide support for troubleshooting and maintenance of ESS systems. Provide problem identification, diagnosis and resolution of problems pertaining to medium to high complexity ESS systems.
• Interface with equipment manufacturers, developers, engineers, and project managers on the client’s behalf to provide resolutions for highly complex systems.
• Conduct safe and correct diagnosis of faults – including removal, repair, tests, implementation, and operation of all aspects of ESS technologies. Manage the daily activities of configuration and operation of ESS systems.
• Participate in and drive continuous improvement activities across ESS technologies and collaborate with client to improve/evolve technology solutions. Aid users in accessing, using, and diagnosing ESS systems.
• Track, update, and report on ESS ticket issues and support requests – showing progress as reported issues transfer from initial reporting date/time through final resolution date/time. Provide regular reporting of current and historical analytical data to meet measured client metrics.
• Interface with client executive and “C” level personnel in a highly professional manner.
• Ensure compliance with client HR and Labor regulations, benefits, PTO, safety rules, etc.
• Collaborate with local Service management concerning actions, including but not limited to end-user provided training.
• Assist with support of live events spaces and requirements, especially in relation to regular large meetings within an auditorium and/or other large venue spaces.

What do we require from you?

• High School Diploma or equivalent
• Certification from some combination of ESS manufacturers (Lenel, Genetec, Gallagher, S2, Brivo, DMP, Bosch, Milestone, Eagle Eye, OpenPath, AVA)
• 3-5 years of experience in enterprise level Security System support
• Competencies in AutoCAD / Visio adequate to read drawings
• Preference given to three (3) years of experience installing security systems (card access, CCTV, CATV and intrusion systems) per manufacturer requirements and engineered drawings
• Basic wiring skills
• General proficiency with computers and specialized software applications specific to the ESS industry
• Knowledge and experience in computer networking configuration/troubleshooting
• Must present well as client facing and working with high level executives within high pressure meeting situations
• Must maintain a valid driver’s license with clean driving record
• Must be able to stand, kneel and/or crouch for long periods of time
• Must be able to work in high places, as well as small, cramped places
• Must be able to work in hot humid places, as well as cold places
• Must be able to properly use hand/power tools, ladders, and subsequent safety equipment
• Must be able to lift/maneuver up to 75 lbs., use hand tools, ladder, and have the physical ability to frequently: bend, kneel, stand, and walk for extended periods of time

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