Global Maintenance Support Engineer

Overview

170+ Years Strong. Industry Leader. Global Impact.At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our network of industry subject matter experts.

The Global Maintenance Support Engineer, assigned to one of Pinkerton’s largest global clients, will support the maintenance and improvements of security and operating systems as dictated by the Security Consulting Manager. This role maintains service metrics, identifies technical issues, reviews and responds to service tickets, and overall is responsible for timely security service support.

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.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting, standing, and/or walking. 
• Work schedule may include after normal business hours, weekends, and/or holidays.
• Travel, as required.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.