Technical Services Specialist L2 (Access Control)

About Genea:

As leaders in property technology, Genea provides cloud-based physical security, submeter billing and on-demand HVAC solutions to over 1 million users across 39 countries. But Genea is more than just a workplace. We’re a mission-driven team that collaborates, innovates, and engineers the proptech solutions of tomorrow to solve the challenges of today. We pride ourselves on fostering an environment of teamwork, transparency and authenticity, where you can be yourself. But don’t take our word for it. Genea has been recognized as a Top Workplace in 2021-2023, with a rating of 4.5 out of 5 stars on Glassdoor. Our team members love our competitive benefits, including 401k matching, PTO, 100% paid parental leave, remote work options, and development/training opportunities.

Job Overview:
The Technical Service Specialist L2 (Access Control) is responsible for providing customer and technical support for installed systems with moderate to advanced complexity. This role supports existing customers by responding to phone calls, emails, and chats as part of our customer support programs. Projects may include building implementations or smaller enterprise locations. The scope of work includes technical assistance, system validation for new and existing installations, troubleshooting, maintenance, repair routines associated with installed access control systems, and installation of both large and small projects.

Duties and Responsibilities:

• Identify and resolve issues for a wide range of service/implementation calls, including emergency and after-hours requests. Analyze repair needs and provide appropriate solutions; complete necessary changes while exercising judgment in selecting methods and techniques to achieve results.
• Complete accurate and detailed service reports for both customers and Genea in a timely manner to support accurate invoicing and job tracking within our ticketing system.
• Provide custom system integrations, system upgrade planning and execution, system audits and consultation, and/or database management and manipulation.
• Install, configure, and support HID and Mercury security systems and equipment for assigned projects.
• Use strong troubleshooting skills to isolate and resolve equipment or software malfunctions.
• Provide technical support to end users and integrators as needed.
• Seek guidance from more experienced team members when handling difficult or unique technical challenges.
• Perform root cause analysis on system incidents; propose and implement corrective and preventive actions.
• Collaborate regularly with team members to improve overall Customer Support operations and advance Genea’s mission.
• Other projects and responsibilities as assigned.
• Possible after hours or on-call support may be required in this role.

Qualifications:

• 5+ years of relevant experience in the security systems field, including understanding of CCTV, access control, IT systems, and/or other electronic/low-voltage control systems.
• Associate degree or equivalent from a two-year college or technical school; 5–7 years of related experience/training; or an equivalent combination of education and experience.
• Prior experience with Lenel, Genetec, Software House (CCure), AMAG, ExacqVision, Avigilon, Meraki.
• Experience with remote management tools is a plus. Knowledge of basic TCP/IP networking and Windows environments is ideal.
• Knowledge of serial communication (RS232, RS485).
• Strong customer focus and ability to work under pressure; proactively seeks to meet customer needs.
• Solid technical skills and experience with CCTV, fire alarm, and security systems.
• Programming skills and a proven ability to troubleshoot and resolve issues.
• Self-motivated and able to work independently with minimal supervision.
• Strong troubleshooting and critical thinking abilities.
• Excellent written and verbal communication skills.
• Previous experience in user support or customer service is preferred.
• Proficient in Adobe Acrobat, MS Word, Excel, and Outlook.
• Ability to work after hours or on-call as needed.

Estimated Salary Range: $36.06 - $40.87 / hour

The salary range listed is our best estimate based on the role's requirements and market conditions. The final offer may be higher or lower depending on the candidate's experience and qualifications.

Genea participates in E-Verify to confirm the employment eligibility of all new hires working in the United States. For more information about E-Verify, please visit the E-Verify website.