Genetec Technical Support Specialist

Ready to hang up your boots and step into a career with more stability and long-term growth? If you're looking to transition out of the field and into an office environment where your hands-on experience is valued, we’re looking for professionals like you. Join a team that understands the demands of fieldwork and offers you the opportunity to apply your knowledge in a comfortable, climate-controlled setting—with regular hours, career advancement, and the chance to enjoy your evenings finally and weekends. It's time to bring your experience indoors and grow with a company that’s built for your future.

Location: Lake Zurich, IL

Reports to: General Manager

Active Alarm Company is seeking a Technical Support Specialist to join our team! Our company is a leading provider of security, fire, CCTV, and access control systems in Chicagoland that values our customers and employees equally. This is a great opportunity to join an established company based in Lake Zurich that has enjoyed over 55 years of continuous growth. Applicants should be highly motivated and reliable problem-solvers willing to learn and work in a fast-paced and upbeat environment.

Responsibilities

• Assist out of state vendor technicians to troubleshoot systems with emphasis on proper wiring, hook up of devices, tie into our company platforms, then test all devices once installed.
  
• Assist co-workers and customers that request help with programming or troubleshooting of our security, fire, card access, and video systems and software/apps
  
• Pre-configure and upgrade control panels and NVRs for installation
  
• Install, configure, and upgrade security, access, and CCTV software and apps, such as Win-Pak, Compass, HDCS, Maxpro Cloud, and Pro-Watch
  
• Configure, program, maintain, and troubleshoot wired and wireless network equipment
  
• Maintain and administer customer databases as needed
  
• Communicate professionally with customers and co-workers to solve problems while providing customer satisfaction first
  
• Document technical fixes thoroughly to make the customer support team more effective and efficient
  
• Work proactively to identify systematic technical issues and raise suggestions to eliminate them
  
• Pursing greater knowledge via scheduled and self-study training new software tools
  
• Perform additional duties in a timely manner as assigned by the manager
  
  
  
  

Qualifications

• High School diploma or GED
  
• 1 years of Technical Support experience
  
• 3-4 years of Installation experience – more years, a plus
  
• 40 wpm typing with proficiency in Microsoft Word, Office, Excel, and other office-related software
  
• Proven background in troubleshooting and technology supports demonstrating the growth of technology skills and adaptability to new technology
  
• Working knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  
• Proven organizational, time management, and communication skills in difficult scenarios
  
• Excellent references, both personal and professional
  
• Willing to be on-call for technical support for major clients
  
• Strong results in the Technical Support and Basic Computer Skills assessments
  
• Valid state driver’s license
  
• PERC card or ability to obtain one (must undergo and pass state and federal background checks and fingerprinting with a clean record)
  
• Able to travel between multiple locations in the Chicagoland area if needed
  
  
  
  

Benefits

• Paid vacation, holiday, and sick days
  
• Employer retirement account with employer matching
  
• Medical, Vision, & Dental Insurance
  
• Short Term Disability
  
• Life Insurance
  
• Company issued laptops and cell phones for work use
  

Job Type: Full-time