Security Systems Technical Support Sun–Thurs 9am to 6pm CST

Overview The Level 2 Security Technical Support position exists within Interface’s Customer Support Organization centered around Security Lifecycle Support. Interface provides nationally recognizable clients with a diverse bundle of managed communications, networking, and security solutions. A Level 2 Technical Support Agents’ functional focus of this role is providing fault isolation, repair, and service restoration while providing first class service for clients. This position plays a key role in enabling a seamless customer\-driven support experience for the complex networks being supported. Business Security services supported are Analog and IP\-based which include CCTV, Video, Two\-Way Audio, Fire, Access Control, and Intrusion service offerings. Though paired with Level 1 support teams, this role also engages directly with customers as required. In addition to demonstrating expertise with Business Security device configurations; exceptionally strong written, oral, and customer communication skills are also required. Level 2 Security Support Analysts are required to provide real\-time support through various channels including ticket management applications, email, chat, and phone. Key day\-to\-day functions include supporting security incidents that could not be resolved by the Level 1 support teams. Those cycles range in size and complexity; including everything from single site devices and connectivity diagnosis to broad scale faults and complex configuration changes. The schedule for this role is Sunday–Thursday, 9:00 AM–6:00 PM CST. Responsibilities Ability to lead and manage practical and highly effective technical communication cycles; both verbal and written. Effectively engages with a diverse internal and external audience. The customer audience includes technical personnel, management, operations, support, and field resources. Internal teams include Field Operations, Logistics, Delivery, Account Management, Network Engineering, and various vendors. Execute and/or guide logical security fault isolation practices with clients, which may involve engagement with 3rd Party Service Providers and/or Work Order Requests for Field Technician Support. Build and maintain enterprise\-level client relationships to instill confidence in our product and life cycle management. Effectively operate within a fast\-paced environment and proficiently negotiate demanding client requirements. Maintain contractual Service Level Agreements and on occasion conduct a root cause analysis around outliers to assist in instilling preventative measures with management. Recognize, identify, and prioritize support incidents in accordance with client business requirements, organizational policies, and operational impact. Required to work with cross\-functional teams to drive expedient fault isolation diagnosis \& resolution. Work with level 1 in the event an incident is escalated. Determine the validity of the esca