This position will primarily be responsible for providing telephone and email based technical support of physical access control hardware, digital video management systems, surveillance cameras and biometric integrated systems. This position requires daily, in-depth technical and analytical interaction with technicians and end users working on Amano products and software applications during various phases of a given project. Strong troubleshooting skills regarding installation, configuration and troubleshooting of low voltage electronic security equipment and the ability to think quickly and work efficiently identifying and resolving issues is required.
Provide email and phone support to dealers and end users on Amano security systems.
Analyze, test and repair access control hardware including cameras.
Work with various suppliers and vendors regarding integration, troubleshooting and maintenance of security systems.
Evaluate and test new software prior to release.
Perform firmware and software upgrades, as well as software and database maintenance.
Provide a basic level of training on hardware and software components, as needed.
Manage day-to-day ticketing of reported issues.
Assist in creating documentation for training programs and manuals.
Assist in creating and implementing new processes to improve efficiency and customer satisfaction while reducing costs.
Collaborate with technical staff and clients to establish goals and objectives for system improvements.
Improve technical knowledge of Amano systems and industry related products.
24-hour emergency on-call rotation is required.
Skills & Competencies
Experience with digital electronics and low voltage systems is required.
Excellent PC skills are required. Proficiency with Microsoft Windows and Office required.
Must be able to create and interpret electronic and mechanical drawings to assist in diagnosis and repair.
Must be able to work on a team in a fast-paced, quickly changing environment.
Strong and clear communication skills are required.
Strong prioritization skills are necessary.
Understanding of networking and network security (firewalls) is essential and required.
Excellent organization and project management skills are essential.
Experience with database installation, scripting, backups are preferred.
Experience with Video Surveillance, CCTV, or Physical Access Control Systems and the various communications protocols used by such systems would be highly beneficial. (Amano product specific training will be provided)
Experience & Education
Minimum high school diploma is required.
A degree or certification in a technical field (engineering\sciences, computer science, information systems, etc.) or equivalent experience is required.
A skills evaluation may be required to demonstrate proficiency in any of the listed requirements before the position is offered.