Support Specialist- Tier 2

The Support Specialist- Tier 2, assigned to one of Pinkerton largest global clients, will be a part of the global help desk team who are collectively responsible for responding to reported security device issues from hundreds of locations around the world.

The Specialist is responsible for resolving reported issues through the review of incoming service requests, execution of pre-defined runbooks, dispatch of service providers, engagement of external teams, and modification of device programming values when necessary.

This role serves as a primary customer point of contact on all incoming requests and will be responsible for any required follow-up communications.

Essential Functions:

1.

Represent Pinkerton's core values of integrity, vigilance, and excellence.
2.

Attend owner-provided training on internal tools, software systems, basic hardware architecture, and terminology while maintaining functional-level knowledge of these tools and attend refresh training, as needed.
3.

Communicate with customers, stakeholders and team members using phone, email, internal instant messaging tools, and live chat.
4.

Review incoming service requests from global corporate office locations.
5.

Use pre-defined response templates, engage with customers through the corporate device ticketing system.
6.

Execute pre-defined run books to drive requests to resolution, which may include engaging internal and external teams, dispatching service providers, monitoring and adjusting settings in corporate security software systems, and escalating issues when necessary.
7.

Use sound judgement when making decisions on next steps that may not be defined by pre-defined run books.
8.

All other duties, as assigned.

Education, Experience, and Certifications:

Bachelor's degree or similar technical field certification with three to five years of previous customer service experience within a technical role which included hands-on systems troubleshooting.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives.

Competencies:



* Functional knowledge of networking/networking protocols and understanding of troubleshooting connectivity.


* Proficient English verbal and written communication skills that are clear and concise.


* Lenel System Administrator, Windows Administrator, and/or CISCO Networking certifications, preferred.


* Attentive to detail and accuracy.


* Client focused and results driven.


* Able to manage multiple tasks simultaneously within a fast-paced environment.


* Serve as an effective team member.


* Able to carry out responsibilities with little supervision.


* Computer skill; Microsoft Office and SharePoint.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions.


* Exposure to sensitive and confidential information.


* Regular compu...