Who We Are
Telaid, a provider of technology deployment solutions to multi-site companies for 40 years, seeks a Technical Security Analyst who is looking for an opportunity to join a team for a growing, privately held company. If you are an experienced technical professional who possesses project management experience and takes pride in providing superior customer service to our clients, business partners, vendors, and fellow team members, then Telaid has a great opportunity to share with you.
Our Core Values are:
- Be Proactive
- Be A Team Player
- Take Ownership
- Do The Right Thing
Who You Are
You are a technical professional, eager for an opportunity to provide customer service and technical support over the phone and online to primarily field technicians, as well as clients and vendors. You are an individual who possesses strong attention to detail, is customer and field service driven, and has proficiency with Microsoft Office and industry service ticketing systems. You are a team player and can work successfully in a fast-paced environment. You must have experience and knowledge in LOW VOLTAGE, SECURITY, CCTV, FIRE AND BURGLAR/ INTRUSTION SYSTEMS.
Location and Shift: Norcross for 2nd and 3rd shifts in office.
Why This Role Matters
Telaid is growing, and the need for employees who embody our core values is essential for our continued success. The Technical Support Analyst position will provide help desk and other service and technical support to technicians who are working in the field, while maintaining notes and activities in Telaid’s CRM & Field Resource applications. The Technical Analyst also provides resolutions to inquiries that are received via email or through our call center. The Technical Analyst role is a critical touch point and is essential to the success of our technicians in the field, as well as our Client’s overall experience.
Who Your Customers Are
This role serves both internal and external customers. Internally, you will provide service to all Telaid Field Technicians, Telaid’s PMO Business Units, and other members of Telaid’s Service Center team. Externally, your services will focus on technical expertise and customer service support to our field technicians, and business partners.
Technical Analyst Related Responsibilities
Support field technician needs via emails and phone calls and other approved support channels.
Support techs in the field related to network connectivity/structured cabling, Wi-Fi installations & support, audio conferencing and distribution systems, media/video display and distribution systems, security, burglar, and fire alarm services
Help manage on-site labor, troubleshoot, and direct calls to ensure successful completion of work assignments by field technicians.
Maintains advanced user standards and compliance within the Telaid CRM/ERP and RAMP work assignment applications
Perform “triage” to troubleshoot tickets prior to dispatching to field technicians.
Address escalations from clients, partners, or field technicians to discern if additional charges are warranted.
Exhibit professional correspondence in a tactful, diplomatic, and honest manner with all levels of staff, field technicians, business partners, and customers.
Perform other work-related duties as assigned by management.
Potential Career Path
Telaid supports and fosters promotions from within. The career path for this position may include Technical Analyst Lead or additional leadership positions beyond the Service department should these positions be an interest and fit.
Learning and Development Opportunities
Many development and learning opportunities will be provided once we start to see opportunities for growth and refinement of your existing skill set.
Benefits of the Telaid Team:
• Salary commensurate with experience
• Profit Sharing Options
• Medical, Dental and Vision
• Life/Disability
• 401k with Employer Match
• EAP
• Paid Time Off
• Professional Development Courses
