Technical Call Receipt

21st May 2019 14:33

Full Time
North West
Posted 4 weeks ago

Job Title: Technical Call Receipt
Based at: Birchwood, Warrington

Job Summary:

Triage calls into the ARC (Alarm Receiving Centre) Tech Desk Grid in a timely manner
Provide technical assistance to field engineers as required
Provide technical assistance with commissioning of new signalling connections
Complete all administration tasks required by the Technical Team processes
Complete Technical setup of CCTV Systems to connect to the ARC
Support the ARC Operation as and when required
Carry out any other business functions as required by the company
Adhere to all company policies & procedures.
Assist in achieving ARC Performance Targets.
Record all events and actions taken in a clear, legible and accurate format.
Provide an efficient & courteous response to all telephone calls and other communications both internally and externally.
Report any ARC equipment failures to ARC Management / Technical
Keep the ARC work environment clean and tidy.
Adhere to all ARC rules and compliance with BS5979, BS8418, ISO9001:2008, ISO27001
Maintain a valid SIA Front Line Public Space CCTV Licence and keep the Company appraised of any changes to the status of the licence.
Understand and comply with GDPR.

Key Responsibilities & Accountabilities:

Adhere to all company policies & procedures.
Assist in achieving ARC Performance Targets.
Record all events and actions taken in a clear, legible and accurate format.
Provide an efficient & courteous response to all telephone calls and other communications both internally and externally.
Report any ARC equipment failures to ARC Management
Keep the ARC work environment clean and tidy.
Adhere to all ARC rules and compliance with BS5979, BS8418, ISO9001:2008, ISO27001
To ensure continuity for the remote technical support team liaising closely with IT.
Providing 2nd Level Remote support across the group engineering workforce for CCTV, Intruder, Access, Fire systems and other associated systems in line with the current regulations.
Set up the Remote maintenance solution and ensure the solution is being used by all departments.
Evaluate, Monitor and support all 4 disciplines (Intruder, CCTV, Fire and Access) keeping in line with the companies approved product list.
To work closely with the product champions ensuring that MFS can support remotely all installed product.
To work closely with the Installation department ensuring that all new sites are connected to remotely.
Improve MFS knowledge base via the FTP site.
Ensure all products approved have the correct support tools (data sheets, Apps, Manuals).
To ensure all building tests are adhered to BS 5979.
Provide support to ARC staff for cash, cigarette and vehicle trackers within the ARC.
Assist in the training of new staff members across both ARC and Technical disciplines.

Job Features

Job CategoryOperations

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