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IT Server Support Technician

The ADT Corporation (NYSE: ADT) is a leading provider of security and automation solutions for homes and businesses in the United States and Canada. ADT’s broad and pioneering set of products and services, including ADT Pulse interactive home and business solutions, and health services, meet a range of customer needs for today’s active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT helps provide peace of mind to nearly seven million customers, and it employs approximately 17,500 people at 200 locations. More information is available at *******************

Summary: Performs maintenance and support of Life Safety System servers and software including peripheral equipment such as disk drives and storage arrays. Assisting internal customers with monitoring application related issues.

Duties and Responsibilities:
Provide Level 1 technical support that may include PC end-users, telco, server, Alarm signaling as well as technical advice, guidance, and informal training on hardware and software.
Troubleshoot and restore routine technical services and equipment by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
Assist senior technical teams to perform root cause analysis and develop checklists for typical problems, and recommend procedures and controls for problem prevention.
Support team(s) with urgency and accuracy regarding Life Safety equipment maintenance and during outage incident.
Maintain a knowledge database to enhance the quality of problem resolution, as well as, within a team setting, share information and assist others with incidents.
When appropriate, may provide Level 2 support to IT end-users for software, hardware, and desktop-based LAN systems computing, and escalate to Level 3 support when necessary.
Operates, monitors and performs maintenance on servers and peripheral equipment such as disk drives and storage arrays.
Monitor performance of Life Safety software and hardware.
Perform upgrades of Life Safety software and hardware.
Maintains records of processing problems and actions taken to correct problems.
Enters data and reviews against prior information to ensure consistency and accuracy.
Maintains lists, records, procedures, templates, etc. pertaining to IT systems or processes.
Analyzes changes for their adherence to standards and guidelines.
Assist Supervisor with data entry, data verification, notification, escalation and facilitation.
On call rotation once a month (24/7) within team and tasks; on call includes responding to phone calls, emails and trouble tickets from users of monitoring software.
Afterhours availability for scheduled maintenance and support.
Working knowledge of SQL query language.
Performs other duties as assigned.
Requirements:
Education: Associate degree or equivalent experience; ideally in computer science
Experience: ideally 1 year
Candidate must have industry experience in the security industry.
Skills: Demonstrates basic knowledge of the principles, concept, and theories of own discipline.
Developed understanding of appropriate procedures, policies, practices, and systems. Able to contribute to the completion of straightforward tasks within own team. Knowledge of alarm industry software and alarm signaling process. Familiar with Windows Server 2008/2012 R2, Microsoft Office products, Microsoft utilities, Citrix XenApp, SQL Database and Dell utilities

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