Global Maintenance Support Engineer

Responsibilities

• Represent Pinkerton's core values of integrity, vigilance, and excellence.
• Review the software and hardware issues reported via SNOW ticket tool and service requests from the site point of contact or Global Security Operation Center (GSOC).
• Identify technical issues, escalate to security integrators or relevant stakeholders, and keep the site point of contact informed.
• Validate the work done by the security integrators.
• Capture the security integrators response time taken to resolve the issue and if any spare parts were used.
• Execute periodic updates for the NVRs and Lenel ISCs in the region.
• Follow up requests from site point of contacts such as masking or mute the alarms, validate requests whether it is appropriate. Capture these requests via SNOW.
• Keep track on the warranty of all equipment for all sites.
• Escalate unresolved issues to the Security Consultant in the region that requires their attention.
• Maintain monthly/quarterly metrics of the service requests in the region.
• Assist the Global Engineering team on improvement initiatives such as to upgrade the firmware of the current system and operating systems as part of Global maintenance deliverables.
• Support other regions on critical maintenance issues during Asia business hours.
• Oversee and support preventive maintenance and power shutdown support work in the region, which will require working on weekends.
• All other duties, as assigned.

Qualifications

Bachelor's degree with three to five years of experience in security systems related fields.

• Effective English written and verbal communication skills.
• Knowledge of biometrics, Lenel, Milestone, and other access control/CCTV systems.
• Knowledge of region regulations, legislation, and local norms, preferred.
• Strong organizational skills with an ability to prioritize.
• Able to interact effectively with stakeholders, colleagues, and influencers across diverse cultures.
• Able to analyse complexities or ambiguities and establish appropriate next steps.
• Able to manage multiple tasks simultaneously with competing priorities and deadlines.
• Serve as an effective team member.
• Able to maintain professional composure when dealing with unusual and stressful circumstances.
• Computer skills; Microsoft 365 and IT principles.