L1 Security Systems Specialist with German

Employment type: Full-time

Job category: Information Technology

Job industry: Computer And Network Security

Experience level: Mid-Senior Level

Description

•  Act as SPOC (single point of contact); 
• Support/forward any technical issues/questions; 
• Follow incident management procedures;  
• Log or document all customer requests/incidents/ Inquires (via all communication channels); 
• Identify and log correctly the customer contact  details;  
• When needed, create & escalate ticket to 2nd level;  
• Performs and documents remote support sessions following the procedure; 
• Troubleshoot & diagnose all issues; 
• End to end ticket tracking and follow up;  
• Share knowledge and offer support to other coleagues; 
• Train colleagues after participating to trainings perform by 2nd level/BU’s outside our location; 
• Back-up for other colleagues when needed;  
• Set up and maintain laboratory equipment;  
• Contribute to knowledge base articles if needed; 
• Escalate existing/potential complaints to TL’s or OPM;  
• If needed, assists the customer in collecting the required system data and logs; 
•  Is aware of the project KPI’s and contributes in fulfilling them; 
• Respects all procedures and internal regulations; 
• Maintains quality service by following organization standards; 
• Performs other duties as assigned by management. 
   

Qualifications

• Solid knowledge (oral and written) of German and English language;  
• Experience in installing and/or integrating technical security equipment, to include intrusion and fire detection, access control, audio and video systems is preferred; 
• Working knowledge and/or experience with analog systems, electricity, alarms and with IT based security; integration equipment are ideal; 
• Networking knowledge or similar experience is a plus; 
• Fast understanding of technical problems;  
• High level of customer and service orientation, communication and  organizational skills; 
• Strong awareness of quality, reliability and responsibility; 
• Good command of MS Office package;  
• Positive attitude; 
• Autonomous and proactive behavior; 
• The ability to remain calm under pressure or in case of conflict management and meet deadlines; 
• Understanding and respecting work instructions; 
• Contributes to team effort by accomplishing related results as needed; 
• Ability to use logic and reasoning to identify the strengths and weaknesses of the systems; 
• Excellent verbal and written communication skills and the ability to interact effectively with a range of people; 
• Must be a self-starting team player; 
• Strong analytical and problem-solving abilities; 
• Must be able to work with little supervision while maintaining a high quality of service; 
• Flexibility in a dynamically changing environment, acknowledging urgency when necessary; 
• Must maintain a high level of confidentiality at all times along with the ability to properly handle sensitive materials concerning the organization.