17 days old

IT Support Specialist

Rapid Response Monitoring
Syracuse, NY 13204
  • Job Code
    119033078

About Us

Founded in Syracuse in 1992, we are a critical response center focused on saving lives and protecting homes and businesses. Whether its a fire at a family home, an armed intruder at a business, a missing vehicle, an evening jogger, or a lone family member having a medical emergency, our heroes are there to help every day. Supported by teams of experts in their respective fields, our 600+ highly trained specialists are the 24/7 backbone for thousands of alarm companies across the country.

Role Summary

As a Technical Support Specialist you will be responsible for providing Tier 1 support to our dealers and field technicians as a critical member of our Technical Services team.

Responsibilities

  • Monitor the Rapid Response network and applications proactively to ensure 24x7 availability
  • Process dealer support calls and work closely with internal teams and 3rd party vendors to resolve service issues
  • Perform root cause analysis within a ticketing system and incident response forms
  • Provide technical support on the use of Rapid Response applications
  • Participate in 24x7 on call rotation with team members
  • Communicate effectively with internal and external customers
  • Remain highly organized and detail oriented
  • Maintain a sense of urgency when completing tasks

Basic Qualifications

  • Minimum (2) year degree or equivalent Military Service
  • Ability to work in multiple systems concurrently while providing support services
  • Proficient computer skills (i.e. Word, Excel, Ticket Systems, Web Applications)

Preferred Qualifications

  • Experience in the alarm industry including panel setup, configuration and signal management

EOE Statement

Rapid Response Monitoring Services, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

Rapid Response Monitoring Services, Inc. is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact us by phone: 833.205.8900 or by email: disabilityaccommodations@rrms.com.

For technical support or questions regarding the Recruiting process, please contact by sending an e-mail jobs@rrms.com. We are a company that participates in e-verify. For more information, see https://www.e-verify.gov/about-e-verify/what-is-e-verify

PI119033078

<p><strong>About Us</strong></p> <p>Founded in Syracuse in 1992, we are a critical response center focused on saving lives and protecting homes and businesses. Whether its a fire at a family home, an armed intruder at a business, a missing vehicle, an evening jogger, or a lone family member having a medical emergency, our heroes are there to help every day. Supported by teams of experts in their respective fields, our 600+ highly trained specialists are the 24/7 backbone for thousands of alarm companies across the country.</p> <p><strong>Role Summary</strong></p> <p>As a Technical Support Specialist you will be responsible for providing Tier 1 support to our dealers and field technicians as a critical member of our Technical Services team. </p> <p><strong>Responsibilities</strong></p> <ul> <li>Monitor the Rapid Response network and applications proactively to ensure 24x7 availability</li> <li>Process dealer support calls and work closely with internal teams and 3rd party vendors to resolve service issues</li> <li>Perform root cause analysis within a ticketing system and incident response forms</li> <li>Provide technical support on the use of Rapid Response applications</li> <li>Participate in 24x7 on call rotation with team members</li> <li>Communicate effectively with internal and external customers</li> <li>Remain highly organized and detail oriented </li> <li>Maintain a sense of urgency when completing tasks</li> </ul> <p><strong>Basic Qualifications</strong></p> <ul> <li>Minimum (2) year degree or equivalent Military Service</li> <li>Ability to work in multiple systems concurrently while providing support services</li> <li>Proficient computer skills (i.e. Word, Excel, Ticket Systems, Web Applications)</li> </ul> <p><strong>Preferred Qualifications</strong></p> <ul> <li>Experience in the alarm industry including panel setup, configuration and signal management</li> </ul> <p> </p> <p><strong>EOE Statement</strong></p> <p><em>Rapid Response Monitoring Services, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.</em></p> <p><em>Rapid Response Monitoring Services, Inc. is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact us by phone: 833.205.8900 or by email: disabilityaccommodations@rrms.com.</em></p> <p><em>For technical support or questions regarding the Recruiting process, please contact by sending an e-mail jobs@rrms.com. We are a company that participates in e-verify. For more information, see https://www.e-verify.gov/about-e-verify/what-is-e-verify</em></p> <img src="https://analytics.click2apply.net/v/m6k2PXIMB75QuKlqsRex1"> <p>PI119033078</p>
Posted: 2020-03-14 Expires: 2020-04-14

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IT Support Specialist

Rapid Response Monitoring
Syracuse, NY 13204

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