TITLE: Remote Support QA Specialist Job Family: Class (System) Title: Code : Grade : FLSA:

JOB SUMMARY (Description): With a strong focus on quality assurance performance management, the QA Specialist will be responsible for continual service improvement of identified NVR sites with excessive monthly backlog of alarms. The QA Specialist will also assist in remote support of video surveillance system deployments, system troubleshooting and technical support (not an inclusive list). Sets up, configures, tests, implements, supports, and maintains new and existing Securitas surveillance software systems and services. Prepares detailed specifications, diagrams, and documentation supporting these systems. Monitors the operation of surveillance systems and interfaces with vendors as needed. Interface with IT technical teams, integrators, and field office personnel.

ESSENTIAL FUNCTIONS

• The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all the functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.

• All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.

• Associates are held accountable for successful job performance. Job performance standards may be documented separately and include functions, objectives, duties, or tasks not listed herein.

• In performing functions, duties or tasks, associates must know and follow safe work practices and be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions.

• All functions, duties or tasks are to be done honestly, ethically, and professionally and in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.

1. Identify and report on sites that have inbound alarms in excess of established commercial baselines.

2. Recommend and deploy various site optimizations including hardware configuration, software analytics, and potential new integrations to reduce backlog of alarms to acceptable levels.

3. Regular portfolio review of poor performing accounts with the business and output remediation plans.

4. Align with the business on commercial requirements and engage RG customers to set service expectations.

5. Assist with site onboarding process, as needed, which involves onboarding of accounts into SOC (Securitas Operations Center). Coordinates with SST (Solution Sales Tool), regions and client to ensure remote services will be provided as intended.

6. Manages and directs the work of Securitas subcontract labor to ensure completion of installation projects as it relates to security system setup / configuration for remote services,

7. Ensures that all assigned installation projects are handled properly in accordance with Securitas Technology policies and procedures.

8. Interacting and supporting field service personnel in support of system repairs and maintenance.

9. Maintain high level of programming knowledge in IP Video Surveillance Systems, Access Control systems and related technologies.

10. Learn all surveillance center backbone applications and obtain certifications to be able to interface with vendors, configure new systems, trouble-shoot issues and to provide applications support.

11. Provide 24/7 on-call availability, as needed.

MINIMUM QUALIFICATIONS AT ENTRY

• Additional qualifications may be specified and receive preference, depending on the position.

Education/Experience:

• Bachelor's Degree and min. 3-5 years related experience, or an equivalent combination of education and experience sufficient to perform the essential function of the job, as determined by the company.

• Experience with various security system platforms and related equipment including but not limited to NVRs, cameras, access control systems, monitoring center software.

• Experience with Immix and its integrations such as Avigilon, Axis, Calipsa, Genetec, Arlo a plus.

• Experience supporting and trouble-shooting a Windows environment and workstations.

• A general understanding of IP addressing.

• Ability to write technical documentation.

• Ability to organize and perform job duties within a constantly changing environment.

• Ability to interact with and oversee vendors.

• Works independently with the ability to make decisions on demand to meet customers' expectations.

• Ability to manage projects and resources to satisfactory completion.

• Experience with networking equipment (routers and switches) a plus.

• Ability to analyze data and services and make appropriate recommendations to improve service/reduce cost.

Competencies (as demonstrated through experience, training, and/or testing ):

• Ability to effectively troubleshoot and accurately resolve problems

• General knowledge in Microsoft Office Programs including, but not limited to: MS Word, MS Excel, MS Outlook

• Excellent planning, organization, and time management skills

• Manages ambiguity

• Effective communication skills

• Outstanding interpersonal skills

• Strong customer focus

• Organizational savvy

• Ensures accountability

• A willingness to learn is essential as the position adapts to changes in the organization

Working Conditions and Physical/Mental Demands

With or without reasonable accommodation, it requires the physical and mental capacity to effectively perform all essential functions. In addition to other demands, the demands of the job include:

• Maintaining composure in dealing with authorities, executives, clients, staff, and the public, occasionally under conditions of urgency and in pressure situations

• Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey

• Handling and being exposed to sensitive and confidential information

• Required ability to handle multiple tasks concurrently

• Computer usage

• Regular talking and hearing

• Close vision, distance vision, and ability to adjust focus

• Frequent sitting, standing, and walking, any of which may be required for extended periods of time, and may involve climbing stairs and walking up inclines

• Frequent lifting and/or moving up to 20 pounds and occasional lifting and/or moving of 50 pounds or more

• Must be able to work a flexible schedule and additional hours.

"Securitas is committed to diversity, equity, inclusion and belonging in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable legally protected characteristic."

About Us

Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we're looking for you to join the Securitas team.

About the Team

Our Company Mission:

Securitas' mission is to protect homes, workplaces, and communities by providing the security services they need to protect their assets, safeguard their people, and maintain their ability to generate profits.

Our Values:

Securitas' core values - Integrity, Vigilance and Helpfulness - are the foundation for our employees to build trust with customers, colleagues, and the surrounding community.

Integrity:

Securitas employees are honest and trusted by customers to safeguard their premises and valuables. We don't compromise on integrity and create an open forum for our employees and customers to voice opinions, report improprieties, and share information.

Vigilance:

Seeing, hearing, and evaluating. A Securitas employee is always attentive and often notices things that others don't. Their vigilance is necessary in order to be aware of potential risks or incidents that may take place on our customers' premises.

Helpfulness:

As part of an on-going effort to ensure safety, Securitas employees are always ready to help if an incident occurs that requires intervention regardless of whether or not it is directly related to their job.