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TECHNICAL LEAD - MON OPS

BI Incorporated (A GEO Company) Anderson, IN Full-Time
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Facility: ANDERSON MONITORING CENTER

Compensation Base: 

Compensation Bonus (if applicable): 

 

Equal Opportunity Employer.



Hours for this position are Tuesday, Thursday, Friday Saturday 1230 - 2300



Summary

  • Provides timely and effective troubleshooting of elevated issues; hardware and software.  Acts as a liaison between Monitoring Operations, Monitoring Customer Service, Training, Systems and Development, Technical Support, Product Management and contracting agencies.


Primary Duties and Responsibilities

  • Troubleshoots, diagnoses and escalates hardware and software issues reported by internal and external customers. Communicates resolution to appropriate party.
  • Serves as the point of escalation within the Monitoring Operations call center for all technical issues.
  • May process alerts and answer calls on all monitoring systems.
  • Proctors and provides special attention to officers that are piloting Company products and services.
  • Serves as focal point for software conversions.
  • Provides status updates to monitoring management and cross departmental support while technical issues are being addressed.
  • Recommends efficiencies and/or solutions for issues with software platforms and hardware.
  • Assists with special projects.
  • Performs other duties as assigned.

 

 



Minimum Requirements

  • High School Diploma or GED required.
  • Monitoring Services Specialist II Certification required.
  • Annual recertification on all BI hardware and software required.
  • 3 to 5 years of experience working with Company software and hardware products.
  • Advanced knowledge of all Company products and services.
  • Ability to type at least 25 wpm.
  • Strong oral and written communication skills with internal and external contacts at all levels, including the ability to communicate technical concepts to a non-technical audience.
  • Flexibility in handling special projects and assignments.
  • Ability to analyze, troubleshoot and resolve technical issues.
  • Ability to provide technical mentoring to peers.
  • Ability to meet deadlines and prioritize appropriately.
  • Ability to work with computers and the necessary software typically used by the department.

Recommended skills

Management
Training
Coaching And Mentoring
Mentorship
Customer Service
Call Centers
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Job ID: 15915/14526/64422

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