Systems Support Specialist

SYSTEMS SUPPORT SPECIALIST

GATEKEEPER SYSTEMS, INC.

Foothill Ranch, CA

Gatekeeper Systems, Inc. is the global leader in retail loss prevention, operations management, and analytics with headquarters in southern California. As an essential business, for over 20 years, we have led the industry with innovative technologies and top-notch customer service, while minimizing risks to customers and security personnel.

We are seeking a System Support Specialist. The ideal candidate is able to provide IT product analysis, technical systems support, design, and development, for IoT and M2M system production, deployment, and field support. As well as resolving complex IT related customer application questions or problems utilizing independent judgment and trouble shooting. The candidate should be able to perform engineering support and interpretation regarding system configurations/setup, product functionality to help debug enhancements, interface with field teams and customer contacts to ensure successful system deployment and operations, and document and provide support for products to ensure that the system is functioning according to specifications.

Gatekeeper Systems, Inc., is an equal opportunity employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture, and background. We strongly encourage applications from candidates who demonstrate that they can contribute to this goal. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any protected basis.

ESSENTIAL JOB FUNCTIONS

• Provides technical IT expertise/troubleshooting systems and applications.
• Debugs and performs root cause analysis on system problems as well as on device problems.
• Works with development engineering to provide assistance and perform specific development tasks such as targeted analysis studies.
• Provides feedback on system failures and analysis of root cause to assist in design development.
• Provides sustaining engineering interpretation, support, and technical expertise to production activities.
• Provisions / Configures Modems, Cell Routers, Gateways in support of Installations
• Enters SIM, IMEI & Customer Information into Navision, GNET & Storeport.
• Provides product or service information to customers including recommendations for corrective action and services to resolve customer complaints and product service issues.

• Prioritizes, properly escalates, and resolves technical issues, directing field and customer service to achieve product solutions.

• Provides support to Customer Service and Technical Support associates when needed.
• Travels to job sites to assist with installation or troubleshooting when needed.
• Observes and complies with all safety regulations and company policies.
• Performs other related duties as assigned or requested.

QUALIFICATION REQUIREMENTS

The requirements listed below are representative of the knowledge, skill and/or ability required.

• Strong IT skills, particularly in networking.
• Troubleshooting expertise.
• IT design, configuration, development
• Proficiency with embedded technological manufacturing configuration and systems.
• Ability to prioritize, properly escalate, and resolve technical issues, directing field and customer service on solutions.
• Uncompromised approach to and respect for confidentiality.
• Unquestionable workplace ethics.
• Good problem determination techniques; well-organized, and will follow through on commitments
• Good phone and email skills, positive customer-centric attitude.
• Welcoming, positive and inclusive attitude.

• Excellent organizational and time management skills.
• Excellent written and verbal communication skills. Ability to present complex or difficult messages clearly and persuasively.
• Ability to work under pressure and manage many tasks simultaneously
• Proficiency with PC, Microsoft Office 365 required

• Accuracy in scheduling and maintaining calendars, tracking report information, calculating certain metrics
• Ability to multi-task and prioritize effectively without supervision

EDUCATION AND/OR EXPERIENCE

• AA in electronics or computer technology desired, EE preferred
• 2 years of experience providing technical support for systems with software and hardware components
• Proficiency in wired and wireless networking network fundamentals (e.g., TCP/IP, Ethernet, IP Addressing/Subnetting, etc.). Experience supporting wireless systems.
• Broad experience with SharePoint, FLOW, and Power Apps.
• CCNA, CCNP, and/or CCIE certification preferred

LANGUAGE SKILLS

Ability to effectively communicate in English. Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively to all team members and levels within the organization.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Repetitive motions and routine use of standard office equipment such as computers, telephones, copiers/scanners and filing cabinets.
• Ability to see, speak, walk, hear, stand, use of hand/fingers to handle or feel; climb stairs, stoop, carry/lifting up to 25 lbs.
• Sitting at a desk for prolonged periods while using a computer.
• Ability to push shopping carts with up to 65Kg load
• Ability to push shopping carts for extended periods of time
• Willing to work overnight on occasion.
• Operating phone and communication devices.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member occasionally works near moving mechanical parts inside the warehouse environment. The team member also works in an open office environment where noise levels are mild to moderate for speaking. It includes office equipment, such as, phones, computers, and printer/copy machines. The noise level in the work environment is usually mild but may be moderate at times when near or operating equipment.

DISCLAIMER

This Job Description is a general overview of the requirements for the position. It is not designed to contain, nor should it be interpreted as being all inclusive of every task which may be assigned or required. It is subject to change, in alignment with company/department needs and priorities. Presence of the job description or role does not guarantee employment.