Job Summary:
The primary goal of this role is to provide remote technical support and troubleshooting for low voltage systems, ensuring timely and efficient resolution of client issues. This role will directly impact client satisfaction by reducing downtime for essential systems such as surveillance, access control, and building automation. The role helps maintain operational continuity for clients by providing expert-level remote support.
Key Responsibilities:
- Core Duties
- Troubleshoot and resolve issues with low voltage systems, including camera surveillance, access control, and other automation equipment.
- Use remote access tools to diagnose and fix problems.
- Escalate more complex issues to onshore technical teams when needed.
- Document support activities and maintain accurate records of resolutions.
- Provide excellent customer service in all client interactions.
- Key Performance Indicators (KPIs)
- Time to resolve client issues.
- First-call resolution rate.
- Client satisfaction scores.
- Adherence to documentation standards.
Education and Minimum Skill Requirements:
- Minimum 1-2 years of experience in a technical support or helpdesk role, ideally with exposure to low voltage systems such as camera/video surveillance, access control, or building automation.
- Experience using remote troubleshooting tools and resolving client-facing technical issues.
- High school diploma or equivalent.
- Relevant technical certifications (e.g., CompTIA A+, CompTIA Security+) are preferred but not required.
- Strong troubleshooting and problem-solving abilities.
- Proficiency with remote access tools and diagnosing low voltage systems
- Excellent verbal and written communication skills to effectively interact with clients and team members.
- Prior experience in managed services or IT support roles.
- Familiarity with ticketing systems or project management tools.
- Proficient in remote access tools like ScreenConnect, TeamViewer, or similar software.
- Skilled in navigating system software related to low voltage equipment.
What We Offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting Possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market-competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th-month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.