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Technical Support Specialist
Technical Support Specialist-March 2024
Syracuse
Mar 18, 2025
About Technical Support Specialist

  Technical Support Specialist

  Department: IT

  Location: Syracuse, NY

  START YOUR APPLICATION (https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req_id=2908496&source=2908496-CJB-0)

  Location

  This position is 100% in-office and reports to our facility on-site in Syracuse, NY

  Role Summary

  Rapid Response Monitoring is seeking a service-oriented Technical Support Specialist to serve as part of 24x7 team keeping a 99.999% network and system uptime. The Technical Support Specialist role includes supporting our network, systems, and customer applications. Strong interpersonal and communication skills are necessary, and candidates need to display professional customer service skills.

  As a Technical Support Specialist, you will be a critical member of our Technical Services team, responsible for production and systems support as part of our 24x7 team that provides Tier 1 and Tier 2 level support for our items in the data center in a fast-paced environment. Technical Support Specialists play a vital and rewarding role in protecting our customers' lives and property, proving to be an integral part of the Rapid Response Monitoring Team.

  Hours

  Various (8:00am-5:00pm; 12:00pm-9:00pm)

  Salary Range

  $50,000 - $70,000 based upon experience

  Responsibilities

  Answer and respond to all support calls, emails, and tickets

  Log all support requests in the ticket system and document all actions to include all follow up conversations, troubleshooting steps, and resolution

  Monitor the Rapid Response network and applications proactively to ensure 24x7 availability

  Perform root cause analysis and resolution to recurring incidents

  Develop and keep in-depth knowledge of all Rapid systems

  Update Knowledge Base with well-written and illustrated articles

  Communicate effectively with internal and external customers

  Remain highly organized and detail oriented

  Maintain a sense of urgency when completing tasks

  Basic Qualifications

  Associates degree, 2 years of IT experience, or equivalent military experience

  2+ years- work experience in high-volume customer support role

  Proficient computer skills (i.e., Word, Excel, Ticket Systems, Web Applications)

  Basic network understanding of LAN/WAN technologies

  Technical proficiency with Windows desktop, and Linux or Windows servers

  Many of our positions require an extra level of screening to obtain Department of Defense security clearance

  Rapid Response prides itself in being a drug-free workplace

  COVID-19 Requirements

  Must be fully vaccinated: 2 doses of Pfizer/Moderna or 1 dose of Johnson & Johnson, 2 weeks prior or more

  What awaits you at Rapid Response

  Annual salary increases and performance bonuses

  Medical, Dental, Vision, and 401k

  Paid vacation and sick time

  Wellness program and wellness days off

  Internal advancement opportunities

  The opportunity to make an impact on communities across the country every day

  About Rapid Response

  Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it-s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid!

  Located in Franklin Square, Rapid Response prides itself as a newly remodeled state-of-the-art facility containing ultra-modern technology. From touch-free entrances and continual sanitization to iPad break rooms and comfortable lounge areas, our employees enjoy a pristine and contemporary work environment.

  Additional Information

  Rapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at https://www.rrms.com/careers/. Rapid Response is an Equal Opportunity Employer.

  START YOUR APPLICATION (https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req_id=2908496&source=2908496-CJB-0)

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