At Allied Universal®, we continue to build an inclusive, Be Phenomenal® culture that encourages, supports, and celebrates a diverse workplace. It fuels our innovation and connects us closer to our customers and the communities in which we serve. Allied Universal offers so much more than just a job. We offer careers. We take great pride in our promote-from-within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, 401K, employee assistance programs, company discounts, perks and more for all full-time positions! Start your phenomenal career with Allied Universal® today!
POSITION OVERVIEW
Allied Universal is currently seeking a Support Desk Technical Specialist for the Heliaus team. The fundamental responsibility of the Support Desk Specialist is to provide technical support and training with software and hardware to internal end-users primarily through in-bound phone calls. On-call rotation with the other members of the department team. Additional responsibilities include the following:
• A core activity will be managing & resolving break/fix requests for assistance from clients and internal employees including technical issues, hardware issues, site modifications and remote training.
• In addition, the Technology Support Specialist will manage add-ons and other elemental requests to balance the needs of clients, ensuring a quality and timely order fulfillment.
• Provide first line troubleshooting of mobility and mobile platform issues, managing escalations of tier 2+ issues to appropriate teams and tracking to resolution.
• Partner with Client Success Managers (CSM), Engineering Group and Remote Video Teams as needed to assist with platform and site enhancements/issues.
• Conduct proactive site assessments and provide field teams with recommendations to ensure an excellent client experience
• Educate clients, officers and field staff on mobile technology capabilities and operation through remote training as appropriate.
• Be a Subject Matter Expert in Heliaus portal and mobile technology, product capabilities and solutions. Maintain product knowledge by working closely with the CSM, Engineering, and field teams.
• Represent client needs to CSM and Engineering teams as appropriate.
• Identify and escalate low client engagement levels to CSM team to improve user adoption and usage with the goal of improving client retention.
REQUIRED SKILLS AND EXPERIENCE
The ideal candidate will have a high school diploma plus education in Computer Science. At least 1-2 years previous help desk experience is strongly preferred. A positive, friendly attitude towards internal clients is essential to provide a high level of customer service using excellent communication skills to all levels of employees and management. The ideal candidate must also be familiar with the following:
- Bachelor Degree or equivalent experience to demonstrate understanding of our core business operations and industry
• Strong customer relationship management skills
• Strong written and verbal communication, including ability to teach both formally and informally.
o Speaks clearly and persuasively in positive or negative situations.
o Listens and gets clarification.
o Responds well to questions.
o Demonstrates group presentation skills.
o Actively participates in meetings.
o Writes clearly and informatively.
• Understands how to develop in-depth knowledge of clients
• Grasps features, functions, and value associated with technology products
• Understands the Security Services Domain
• Effectively manages projects from inception to resolution.
• Demonstrates and encourages adaptability
• Problem Solving – Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Works well in group problem solving situations. Uses reason even when dealing with emotional topics.
• Collaboration – Effectively builds and maintains partnerships with clients and people at all levels across the company. Contributes to team and company success. Maintains flexibility and reacts to change appropriately. Communicates and shares information with candor that builds trust and enhances relationships.
• Analytical – Synthesizes complex and/or diverse information. Collects and researches data. Uses intuition and experience to complement data. Designs workflows and procedures
• Desired certification or other industry related recognition in enterprise security, risk management, technical systems integration, engineering, or project management
• Working knowledge of Heliaus portal and mobility platforms.
• Experience in communicating to technical and non-technical clients and personnel.
• Excellent verbal and written interpersonal, presentation and communication skills
• Strong analytical, negotiation and creative problem solving skills
Allied Universal® provides unparalleled service, systems and solutions to people and businesses within our local communities, and is North America’s leading security services provider. Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information: www.AUS.com.
We proudly support the Veteran Jobs Mission, a group of over 200 companies that have committed to collectively hiring a total of one million military veterans. EOE/Minorities/Females/Vet/Disability/Sexual Orientation/Gender Identity Allied Universal Services is an Equal Opportunity Employer committed to hiring a diverse workforce.
Allied Universal® provides unparalleled service, systems and solutions to people and businesses within our local communities, and is North America’s leading security services provider. Allied Universal delivers high-quality, tailored solutions, which allows clients to focus on their core business. For more information: www.AUS.com.
We proudly support the Veteran Jobs Mission, a group of over 200 companies that have committed to collectively hiring a total of one million military veterans. EOE/Minorities/Females/Vet/Disability/Sexual Orientation/Gender Identity Allied Universal Services is an Equal Opportunity Employer committed to hiring a diverse workforce.