National Support Technician - Remote

Description

Job Title: National Support Technician

Remote; Must be located in PST or EST.

About The Company

BRAVAS is the #1 traditional custom integrator nationwide, installing and servicing high-end home automation solutions for predominantly residential customers. Focused on the luxury market, BRAVAS completes more than 3,400 residential and commercial projects across the U.S. every year. Working with homeowners, designers, architects, and builders, BRAVAS creates state-of-the-art smart home technology solutions that include everything from lighting, shades, and A/V to networking, security systems, power management, and more.

Job Summary

The Bravas National Support Technician is responsible for proactively monitoring clients' residential technology systems and providing reactive remote troubleshooting when issues arise. This role works closely with our Level 1 Service Coordinators and Level 3 Field Services Managers to ensure timely resolution of client issues, in alignment with the clients' Service Level Agreements (SLAs). The ideal candidate must be able to troubleshoot all aspects of audio/visual components. Additionally, the Support Technician will deliver exceptional client support and experience while adhering to industry standards and ensuring accurate revenue tracking.

Duties And Responsibilities

• Diagnose issues with installed systems such as Control4, Lutron Homeworks, Savant, and Crestron.
• Utilize IP Power Management, Remote Monitoring Devices and Remote Access Devices / Software to diagnose and repair client systems to ensure reliability.
• Set up remote monitoring and enroll clients in appropriate support plans
• Coordinate with the Field Services Manager to track and address recurring issues effectively
• Accurately set completion deadlines and expectations for clients.
• Update work orders and job software so that all parties are up-to-speed on dispatch details.
• Review, react, & update daily work orders in job management software
• Prioritize resources in alignment company values ensuring client’s needs are met
• Inform all parties of delays, cancellations and any scheduling restrictions
• Participate in departmental meetings as required
• Modify schedule as needed.
• Fiscal responsibility for all assets assigned and property within Support Technicians care
• Customer service, including the ability to work with high profile and high demand clients
• Guardianship and preservation of client confidentiality and network/home security
• Adherence to state and federal laws, including adherence to traffic laws
  
  

Knowledge/Skills/Abilities

• Must possess an understanding of all systems including audio, video, security, lighting, and integration of all installed brands (Control4, Lutron, Savant, Crestron, DSC, Clare)
• Basic wiring and connectivity skills as it pertains to low voltage standards
• Trouble shooting skills are essential
• Advanced computer skills, with the ability to become competent in in-house job management software
• Must be able to manage time and logistics of products
• Must be able to interact with several other business partners
  
  

Qualifications

• High school diploma or equivalent
• Excellent communication skills and the ability to work effectively in a team environment
• Basic computer skills with the ability to become competent in in-house job management software
• Valid driver’s license, clean driving record, and pass a criminal background check
• Security license or experience preferred
  
  

Physical Requirements

• Prolonged periods of sitting at a desk
• Must be able to lift and carry up to 60 pounds
  
  

Additional Information

• BRAVAS offers competitive salaries, bonuses, medical/dental/vision insurance, prescription drug coverage, health savings account, flexible spending accounts, 401(k) plan, PTO and holiday pay.
  
  

A job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

All candidate information will be kept confidential according to EEO guidelines