- Work under the direction of the Technical Services Department to support day‑to‑day monitoring operations.
- Monitor, train on, support, and help oversee the Company’s systems monitoring platforms.
- Open, track, and manage cases while providing Tier 1 technical support in response to system alerts.
- Analyze alerts and system notifications to determine appropriate next steps.
- Provide clear service plans and execution direction to the Customer Experience Team to enable efficient service dispatch.
- Interface directly with Client teams via telephone, email, online chat, and in‑person communication to provide updates and support.
- Identify, investigate, document, and resolve issues surfaced through system monitoring.
- Manage the case queue, ensuring timely progression and closure aligned with service‑level expectations.
- Maintain and review system and case reports to support operational completion and continuous improvement.
- Demonstrates sound judgment by using available resources to evaluate potential solutions.
- Proactively asks questions to clarify issues and system behavior.
- Able to manage multiple tasks simultaneously in a fast‑paced environment.
- Adapts quickly to changing priorities, workflows, and organizational needs.
- Exhibits strong attention to detail, accuracy, and completeness.
- Highly organized with efficient time and workload management skills.
- Able to take direction and follow through on instructions with accountability.
- Customer‑focused mindset with strong problem‑solving abilities.
- Effective verbal and written communication and collaboration skills.
- Proficient in computer usage with the ability to quickly learn new software platforms.
- Maintains a professional and pleasant communication style at all times.
- High school diploma or equivalent required.
- Minimum 3 years of experience in systems monitoring or customer experience support involving IT, camera, or security systems.
- Demonstrated experience in:
- Remote device troubleshooting
- Handling service cases and customer calls, including dispatch coordination
- Ticketing and work‑order management systems
- Proficiency with Microsoft Excel, Power BI, Outlook, and other Microsoft Office products.
- Exemplifies a high standard of professionalism in all daily responsibilities.
- Communicates with warmth, empathy, and helpfulness when interacting with internal and external stakeholders.
- Displays self‑awareness and openness to learning and improving personal effectiveness.
- Maintains a positive, collaborative, and team‑oriented attitude aligned with company values and goals.
- Respects established communication channels and internal protocols.
- Continuously strives to improve personal performance, the effectiveness of the Global Technical Support team, and overall customer outcomes.
- Frequent repetitive motion and extended use of standard office equipment, including computers, telephones, and scanners.
- Ability to sit at a desk for prolonged periods while working on a computer.
- Ability to speak, hear, walk, stand, and use hands/fingers for routine tasks.
- Occasional lifting and carrying of items up to 25 lbs.
- Ability to climb stairs, stoop, and perform light physical movement as required.
- Specific vision abilities required include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Skills Required
- High school diploma or equivalent
- At least 3 years of experience in systems monitoring or customer experience support involving IT, camera, or security systems
- Experience with remote device troubleshooting
- Experience handling service cases and customer calls, including dispatch coordination
- Experience using ticketing and work-order management systems
- Proficiency with Microsoft Excel, Power BI, Outlook, and other Microsoft Office products
- Strong verbal and written communication, collaboration, organization, problem-solving, and customer-service skills
What We Do
Our Journey of Growth, Trust, and Purpose. Two decades ago, Beyond Key started with a vision not just to solve business problems with technology, but to create lasting impact. Since day one, we’ve believed in genuine partnerships and consulting approach. We listen deeply, understand needs, and craft meaningful, lasting solutions. Over time, this belief has become a promise to be more than a service provider, to be a trusted ally in your growth journey. Today, we serve clients across industries and geographies, offering a diverse range of services including: – Business Intelligence, Data Services and Analytics – Microsoft 365 and SharePoint and Intranet Solutions – Dynamics 365 Services – Cloud Consulting & Implementation – AI & Automation – Custom Software Development Innovation at Beyond Key isn’t about trends, it’s about adding real value. Whether streamlining workflows or enabling smarter collaboration, we bring the same dedication to every engagement, large or small. Our strength lies in our people. We’ve built a culture rooted in support, growth, and purpose. Repeatedly recognized as a Great Place to Work, our team reflects a shared spirit of curiosity, care, and collaboration. We’re also proud of recognitions like Inc.’s Power Partner, Great Place to Work Certified for six times and our SOC 2 Type II certification, proof of our commitment to secure, reliable, and monitored data practices. As we look ahead, our core values of team oriented, trust & respect, passion and focus continue to guide us. In a world of constant change, our promise remains the same: to move forward with you, building better ways to work, grow, and succeed together.
