Job Description

What You’ll Do:

• Demonstrated advanced technical skills in performing preventive maintenance, troubleshooting, and break/fix repairs on complex Electronic Security Systems (ESS), including access control, CCTV, and intrusion detection systems.
• Ability to serve as the primary technical escalation point for all ESS‑related issues, providing expert‑level diagnostics, fault isolation, root‑cause analysis, and resolution of medium- to high‑complexity problems.
• Proven experience overseeing the repair, service, and operational health of ESS equipment, including planning and implementing system improvements to enhance performance and reliability.
• Strong capability in developing, executing, and tracking daily and weekly preventive maintenance schedules, including reporting to ensure optimized system readiness and functionality across customized spaces.
• Competence in identifying defective, failed, or degraded equipment and taking full ownership through resolution, including documentation, communication, and follow‑through.
• Experience coordinating with equipment manufacturers, developers, engineers, and project managers on the client’s behalf to resolve complex technical issues.
• Ability to perform safe, precise fault diagnosis, including removal, repair, testing, implementation, and verification of ESS components, devices, and systems.
• Skilled in managing the daily configuration, operation, monitoring, and optimization of ESS platforms and related technologies.
• Familiarity with process improvement methodologies, with the ability to oversee planning and execution of improvements necessary to maintain ESS performance in mission‑critical areas.
• Strong communication and customer‑facing skills, with the ability to act as liaison between onsite teams and Diversified Service Management, ensuring alignment and professional representation.
• Experience collaborating with client teams to schedule meetings and prepare meeting spaces, ensuring required technology accommodations for trainers and end‑users are fully functional.
• Ability to support and prepare live event spaces, including auditoriums and other large venues, ensuring ESS‑related needs are met for major meetings or events.
• Capability to drive and participate in continuous improvement initiatives, collaborating with the client to enhance and evolve ESS technology solutions.
• Strong user‑support skills, assisting end‑users in accessing, using, and troubleshooting ESS systems as needed.
• Proficiency in tracking, updating, and reporting on ESS support tickets and service requests, showing detailed progress from initial report to final resolution and providing analytical data required to meet client metrics.
• Professionalism and confidence in interfacing with executive‑level and C‑suite personnel.
• Understanding of and adherence to client HR and labor regulations, including compliance with benefits, PTO policies, safety standards, and related guidelines.
• Ability to collaborate with local Service Management on actions related to client support, including but not limited to end‑user training and workflow coordination.

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