Access Control Tech Support / Help Desk

About the Company

There are three fundamental human rights in the world; Food, Shelter, and Safety. At ENS security we thrive to make an impact in the world by revolutionizing safety through our surveillance products. We have offices in California, Texas, Illinois, Florida, and New York. We are a market leader in surveillance product design, development, manufacture, and distribution: A complete line of high-quality CCTV products, including cameras, DVRs, NVRs, and related accessories. We provide products that fulfill the needs of our patrons and offer reliable technology.

While most businesses fantasize about reaching a goal that represents the pinnacle of their achievements where they can define their success, we don't define ourselves by a finish line; instead, we think that true success is a never-ending quest to keep growing, no matter how high we go. We do this by investing everything we have in our people, by keeping them happy, inspired, and motivated to be the best versions of themselves.

About this role:

As a Technical Support Agent, you play a vital role in the branch's daily operation. We are seeking a responsible, patient, and energetic technical problem solver. Must be capable of working on-site each day.

ESSENTIAL JOB FUNCTIONS:

• Assist customers with technical or product issues in a friendly and enthusiastic manner
• Assist customers with system setup and product configuration via phone or remote system
• Ensure that long term customer relationships are protected by providing value added services
• Guide customers through troubleshooting process and provide a solution for product problem
• Refer customer concerns about billing practices and charges for services rendered to the appropriate department for investigation and resolution
• Maintain professional and technical knowledge by attending manufacturer training, conferences, etc., as assigned by the supervisor
• Test and troubleshoot returned products, provide solutions for the sales team or clients; report product issues to the manufacturer
• Assist with performing a variety of tests to determine whether product functions as specified; determine the cause of product failure; analyze test results
• Record customer support cases and maintain records, reports and suggestions for better operation and product improvement.
• Support sales team in a timely manner, provide updated information to Sales
• Maintain network and phone service stability, solve any technical issues that might disrupt business operations
• Disclose and update the Project Manager of any new notes, details, or situations regarding a registered Project when a customer asks.
• Review material and equipment lists for installation and service repairs. Document and report any material discrepancies as required
• Responsible and accountable for all parts, materials, equipment, tools, and supplies that are released to technician’s custody. Maintain accurate inventory records for all items
• Responsible for completing all assigned tasks within the specified cost budget and schedule, personally responsible for the quality of work performed
• Assist with the completion of all in-house assembly/test/checkout tasks, as required
• Assist with solving technical challenges as they arise
• Help to resolve potential problems before they can have a negative impact on the customer and the company
• Seek guidance and direction as necessary for the performance of duties

QUALIFICATIONS AND SKILLS

* Experience in troubleshooting and installing CCTV systems is preferred, but not mandatory

* One year experience of Access Control is preferred

* Knowledge of wired and wireless networking, including access points, managed switches, and enterprise-grade routers

* Knowledge of wired and, door strike, maglock, and exit sensors

* Good communication and phone skills, bilingual is preferred

* Able to take multi-task and work under pressure

Experience:

* Low Voltage: 1 year (Preferred)

* CCTV: 1 year (Preferred)

* Help Desk: 1 year (Preferred)

* IP networking: 1 year (Preferred)

* Access Control: 1 year (Preferred)

Promotions are available for this position.

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Elk Grove Village, IL 60007: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What's your desired pay?

Experience:

• Help desk: 1 year (Preferred)
• Access Control: 1 year (Preferred)
• door strikes, door magnets: 1 year (Preferred)
• low voltage/CCTV: 1 year (Preferred)

Work Location: In person

Salary : $50,000 - $75,000