State License Qualifier (Job 3021437)
Category: Customer Service
Summary:
This position will hold the CMS state license for Florida for alarm monitoring. You will program and monitor computer equipment, peripheral equipment, and alarm receiving hardware for the purpose of maintaining life safety communications.
Duties and Responsibilities:
- Program and monitor computer and peripheral equipment such as servers, alarm receivers, and switching hardware that comprise the network of equipment for maintaining life safety alarm communications.
- Provide Level 1 technical support that may include telco, server, signaling, and mainframe applications, as well as technical advice, guidance, and informal training on hardware and software to ensure successful transmission of life safety alarm communication services.
- Troubleshoot and restore routine technical services and equipment by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures, sometimes requiring real-time analysis and changes to programming parameters outside of standard processes.
- Maintain lists, records, procedures, templates, etc., related to alarm signal systems or processes.
- Perform system maintenance on alarm signal receivers and servers to ensure availability and uptime, supporting current and future customer needs at a 99.999% performance level.
Major Challenges / Problems:
The successful delivery of alarm messages depends on various internal and external communication paths and configurations. This requires understanding potential failure points and working with other departments and vendors to resolve issues. The position also involves an on-call after-hours support rotation scheduled among team members.
Working Conditions:
Primary work environment: Office, Field, Call Center, Warehouse, Remote
Supervision Exercised:
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None
Supervision Received:
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Work is performed based on clear instructions from a supervisor, following set guidelines and procedures, with occasional judgment needed to compare options and make decisions.
Strategic Impact and Scope of Responsibility:
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Impact level: Performs tasks with a broad scope that supports the organization’s operations.
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Revenue scope: Less than $25 million.
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Geographic scope: Regional or area/district.
Philadelphia Applicants: Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.