Remote Security Solutions Test & Turn-up Analyst

Job Locations US-MO-St. Louis
ID 2022-1305
Category
Customer Operations
Position Type
Regular Full-Time

About Us

Interface Systems is a leading managed service provider delivering business security, managed network, UCaaS, and business intelligence solutions to distributed enterprises. We enhance security, streamline connectivity, optimize operations and reduce IT costs, maximizing ROI for the nation’s top brands. Our company vision is to enable enterprises to innovate faster and adapt to market forces. We bring this to life through our mission of inspiring B2C enterprises to deliver amazing customer experiences by safeguarding people and assets, enabling seamless connectivity solutions, and uncovering business insights.


Our mantra as a team is relentless customer support. We are passionate, and quite honestly obsessed, about delivering an amazing customer experience. We do this through fostering an Interface company culture for our employees focused around collaboration, commitment and fun. Come join our dynamic and growing team and make a direct impact in a company committed to growth and transformation, all in service of delighting our customers and our employees.

Overview

The Test & Turn Up (TTU) position exists within Interface alarm monitoring operations centers, which is focused on providing enterprise-scale asset protection with a world class installation experience.  Interface provides this portfolio of customers with a diverse bundle of managed communications, networking, and security solutions.  Asset Protection services supported are Analog, IP-based and GSM which include CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion service offerings. 

 

The functional focus of this role is ensuring the security services whether new or changes with existing service are installed, tested, and onboarded per the scope of work into our alarm monitoring operations centers through a defined warranty timeframe.  Fault isolation, service restoration, & root cause analysis processes are all executed accurately, efficiently, and with an exceptional customer experience. 

 

The TTU Representatives role was purposefully designed to meet these customer’s unique business and technology support needs for the enterprise asset protection services Interface provides. This primary responsibility of the Test & Turn Up (TTU) Representative is to play a key role in enabling a seamless installation process and customer-driven support experience for the complex security bundles being installed. 

 

In addition, the TTU Representative will work closely with Field Engineers, Interface Systems Design Engineering and must have understanding of DMP, Honeywell, Radionics/Bosch, 2Gig, Hikvision, OpenEye, Envision, 3xLogic, Axis, Hanwha, Winpak, Pacom, Legacy panels, interactive video and audio, business intelligence, and a veritable cornucopia of fire systems.

Responsibilities

  • Documentation in Interface systems
  • Assure Installation Guides are followed as closely as possible based on site conditions
  • Primary point of contact for Field Engineer Installations.
  • Programming of security equipment for national accounts per scope of work.
  • Handling troubleshooting and issues from Internal and external technicians.
  • Effectively operate within a fast-paced environment and proficiently negotiate demanding client requirements.
  • Work within Client Portals.
  • Demonstrate technical proficiency with Fire Systems, Access Control, and all forms of CCTV including but not limited to HikCentral, iVMS, Business Intelligence and other partner portals, etc.
  • Specific understanding of customer service communication such as professional phone conduct conducive to telecommunications environment, working knowledge of common software communication tools such as email, Microsoft Office products, and Internet browsers.
  • Other duties may be assigned as required.

Qualifications

  • Highschool diploma or equivalent
  • Minimum of 3 years of providing installation support to Field Technicians and Customers either via field experience or installation helpdesk experience.
  • Experience troubleshooting and programming CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion
  • Broad Asset Protection experience in Customer-facing Support or Delivery organizations
  • Working and Practical knowledge of low-voltage installation and support
  • Knowledge of low voltage systems, correct wiring, serial polling loops, inputs, outputs, etc.
  • Honeywell, DMP, and Bosch training and/or certification is preferred
  • Edward Systems Training preferred
  • Exceptional written and verbal communication skills; ability to communicate effectively with all field engineers, including contractors, clients, vendors, and management.

EEO Statement

Interface Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

 

Interface Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.  

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