Senior Customer Service Technician

Company Description

Join our team at Convergint Federal (CF). Become part of one of the nation's leading security integrator's for the U.S. Federal Government.

CF is a wholly owned subsidiary of Convergint Technologies and is the Federal Government Arm of Convergint. CF is a systems integration company that is focused on the physical security for the U.S. Federal Government with locations and personnel throughout the U.S. and globally. CF is a leader in the design, integration, installation, maintenance, and operation of technically complex integrated physical security management systems. We can support the entire life cycle of these programs and projects—from security analyses, engineering, and design, through installation, operation and maintenance—using in-house personnel and resources is our biggest discriminator.

Job Description

The role of a Senior Customer Support Technician plays a critical role in providing technical support, troubleshooting, and maintenance services to our military clients, ensuring the reliability and functionality of their security and life safety systems. This job requires ongoing support with and collaboration with the program managers. This role will require traveling to job site.

Value and Beliefs of this Role:

The person in this role must provide world-class service to customers, colleagues, and communities. It requires a person of integrity, self-accountability, commitment to communicate openly and consistently, delivering results and having fun with laughter daily.  In this role we want you to grow with us and deliver results as an exceptional Senior Customer Support Technician. This job requires a person who remains professional, organized, detail and task oriented, as well as precise, thorough, and collaborative.

Key Responsibilities:

Technical Support: 

• Provide advanced technical support to military clients, including troubleshooting complex issues, diagnosing system malfunctions, and implementing effective solutions in a timely manner.

System Maintenance: 

• Perform routine maintenance tasks, software updates, and system upgrades to ensure optimal performance and reliability of security and life safety systems deployed on military installations.

Customer Engagement: 

• Establish and maintain strong relationships with military clients, serving as a trusted advisor and primary point of contact for technical inquiries, service requests, and escalations.

Training and Documentation: 

• Develop and deliver training programs for military personnel on the operation, maintenance, and troubleshooting of security and life safety systems. 

• Create comprehensive documentation and technical guides to support client knowledge transfer and self-service capabilities.

Project Support: 

• Collaborate with project teams during the implementation phase to provide technical expertise, support system integration efforts, and ensure seamless deployment of solutions within military environments.

Quality Assurance: 

• Conduct thorough system testing, performance evaluations, and quality assurance checks to verify compliance with industry standards, client requirements, and regulatory guidelines.

Continuous Improvement: 

• Stay abreast of emerging technologies, industry trends, and best practices related to security and life safety systems. 

• Identify opportunities for process improvements, efficiency enhancements, and innovation within the organization.

Other Duties: Other duties assigned within reason of current role previously specified.

Qualifications

• High school diploma/ G.E.D or equivalent combination of education and experience.

• Minimum of 5 years of experience in technical support, preferably in the defense or government contracting sector.

• Proficiency in troubleshooting and repairing security and life safety systems, including access control, video surveillance, intrusion detection, and fire alarm systems.

• Strong understanding of military protocols, regulations, and security clearance requirements.

• Excellent communication skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.

• Demonstrated leadership capabilities, with a track record of successfully managing complex technical projects and driving results.

• Experience with AMAG/ Genetec/ Axis is preferred

Requirements:

• United States Citizenship

• The job may require lifting objects weighing between 25 - 50 pounds. Accommodations can be provided upon request to enable individuals with d