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Technical Support Specialist

Company: Rapid Response Monitoring
Location: Corona
Posted on: September 22, 2022

Job Description:

Role Summary
Rapid Response Monitoring is seeking a service-oriented support specialist to serve as part of 24x7 team keeping a 99.999% network and system uptime. The Technical Support Specialist role includes supporting our network, systems, and customer applications. Strong interpersonal and communication skills are necessary, and candidates need to display professional customer service skills.
As a Technical Support Specialist, you will be a critical member of our Technical Services team, responsible for production and systems support as part of our 24x7 team that provides Tier 1 and Tier 2 level support for our items in the data center in a fast-paced environment. Technical Support Specialists play a vital and rewarding role in protecting our customers' lives and property, proving to be an integral part of the Rapid Response Monitoring Team.
Hours: 8:30am - 5:30pm

Answer and respond to all support calls, emails, and tickets
Log all support requests in the ticket system and document all actions to include all follow up conversations, troubleshooting steps, and resolution
Monitor the Rapid Response network and applications proactively to ensure 24x7 availability
Perform root cause analysis and resolution to recurring incidents
Develop and keep in-depth knowledge of all Rapid systems
Update Knowledge Base with well-written and illustrated articles
Communicate effectively with internal and external customers
Remain highly organized and detail oriented
Maintain a sense of urgency when completing tasks

Basic Qualifications

Associates degree, 2 years of IT experience, or equivalent military experience
2+ years' work experience in high-volume customer support role
Proficient computer skills (i.e., Word, Excel, Ticket Systems, Web Applications)
Basic network understanding of LAN/WAN technologies
Technical proficiency with Windows desktop, and Linux or Windows servers
Many of our positions require an extra level of screening to obtain Department of Defense security clearance
Rapid Response prides itself in being a drug-free workplace

COVID-19 Requirements

Must be fully vaccinated: 2 doses of Pfizer/Moderna or 1 dose of Johnson & Johnson, 2 weeks prior or more
Booster shot is required 2 months after Johnson & Johnson or 5 months after second dose of Pfizer/Moderna

What awaits you at Rapid Response

Annual salary increases and performance bonuses
Medical, Dental, Vision, and 401k
Paid Sick Time
Paid Vacation Time
The opportunity to make an impact on communities across the country every day

About Us
Founded in Syracuse, NY in 1992, we are a critical response center focused on saving lives and protecting homes and businesses. Whether it's 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 highly trained specialists are the 24/7 backbone for thousands of alarm companies across the country.
Additional Information
Rapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at EOE, including disability/veterans.

Keywords: Rapid Response Monitoring, Corona , Technical Support Specialist, IT / Software / Systems , Corona, California

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