Service Operations Support Analyst

As a member of the Service Operations Support team, this individual will be the main point of contact for communities to report service related issues or preliminary technical troubleshooting tasks. Other tasks will include access control management and proactive system quality checks. In this position, a successful applicant will exude great attention to detail and multitasking skills. Proficient soft skills (verbal and non-verbal) are also a plus.

Responsibilities:

Retrieve and review video footage from CCTV camera systems in order to summarize events for gate incidents and sends report to community contacts.
Responds to community requests for schedule changes for Active Video Surveillance services, access control, gate schedule (temporary), and amenity alarm times for events.
Review ISP outages and submit a ticket to a third party vendor for troubleshooting.
Basic technical troubleshooting.
Proactive system quality checks seeking break/fix issues (Gates, DVRs, Cameras, Alarms, etc.)
Receive break/fix reports from other departments and conduct immediate assessments for determination/resolution (Escalate to the Field Support, IT, etc.)
Conduct Security internal audits in accordance with Departmental requirements.
Monitors reported site issues via Email, Phone calls, Cases in Salesforce.
Other responsibilities assigned by supervisor.