Technical Specialist
Securitas · Redwood City, California, US
Key Responsibilities • Serve as the primary onsite point of contact for all security system-related issues • Diagnose and troubleshoot issues across multiple...
Job description
Key Responsibilities: o Card readers o Access control panels o Turnstiles o CCTV cameras o Intercom systems o Other integrated security devices o Hardware adjustments o System resets o Support for firmware updates and upgrades (execution led by Systems/Tech team) - Serve as the primary onsite point of contact for all security system-related issues - Diagnose and troubleshoot issues across multiple systems, including: - Perform basic repairs and preventative maintenance, including: - Monitor and review incoming service tickets - Assess issues and determine whether they can be resolved onsite or require escalation - Escalate complex or unresolved issues to appropriate internal teams or vendors - Track issues through to full resolution, ensuring closure and documentation - Maintain accurate service logs, including actions taken and outcomes Performance Metrics: - Response time to service requests - Time to resolution - Frequency of recurring device failures - Ticket volume, backlog, and status tracking Deliverables: - Completed and closed service tickets - Detailed service logs - Regular performance reports - Issue trend and root cause summaries Service Expectations: - Provide onsite...