Job Description

ESSENTIAL JOB FUNCTIONS

Work under the supervision of the Technical Services Department Monitor, train, support, and oversee the Company's monitoring systems Open cases and perform Tier 1 support on system alerts Provide service plans and direction to the Customer Experience Team so service can be dispatched Interacts with and supports the Gatekeeper team via telephone, email, online chat, or in person Identifies, investigates, and resolves problems revealed during systems monitoring Manage the case queue and system reports to help drive services to completion

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Uses available resources to evaluate potential solutions Asks questions to clarify a situation Capable of performing multiple tasks in a fast-paced environment Able to adapt to changing work environments, work priorities and organizational needs Pays close attention to detail, accuracy and completeness Highly organized and efficient Ability to take directions and follow through on instructions Customer focused and a problem solver Strong communication and collaboration skills Proficient computer skills with the ability to learn new software Professional and pleasant verbal and written communication skills

EDUCATION AND/OR EXPERIENCE

High school diploma or equivalent Minimum 3 years' experience in Systems Monitoring, Customer Experience with IT/Camera/Security Systems Experience in troubleshooting devices remotely Experience in handling cases/calls including dispatching Experience with ticket/work order management systems Proficient in Excel, Power BI, Outlook, and other Microsoft products

OTHER SKILLS AND ABILITIES

Exemplify excellence in professionalism in all aspects of day-to-day duties and responsibilities Communicate warmth, understanding and helpfulness when interacting with all internal and external contacts Highly self-aware and open to learning about personal effectiveness in the workplace and on teams Exhibit a cheerful, positive, loyal, team-member attitude toward the purposes, programs, policies, and goals of Gatekeeper Systems, Inc. Respect for lines of communication and internal protocols at GSI Constantly strive to improve performance, effectiveness of the Global Technical Support team, and ultimately GSI

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. 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.
Job Types: Full-time, Permanent

Pay: ?200,000.00 - ?400,000.00 per year

Experience:

Customer Experience with IT/Camera/Security Systems: 3 years (Required) Troubleshooting Devices Remotely: 3 years (Required) Handling cases/calls including dispatching: 3 years (Required) Ticket/work order management systems: 3 years (Required) Excel, Power BI, Outlook, and other Microsoft products: 3 years (Required)
Work Location: In person