The Global Networks & Asset Protection team plays a vital role in ensuring a technologically advanced and highly scalable infrastructure and support services which not only meet our business partners needs for today, but ensuring a robust roadmap for the coming future. Our ultimate goal is to create a smooth and hassle-free experience for our enterprise business and technology partners. Operating in a dynamic and high-energy setting, the GNAP team places great emphasis on setting and achieving goals, prioritizing well-being, and fostering personal growth through our core values. We also know how to have a lot of fun!
A day in the life:
You will provide day to day technical support and knowledge for our physical security infrastructure and services including access control and video surveillance systems, supporting the Global Asset Protection team including retail, corporate offices (SSCs)and distribution centers (DCs).
The role:
· Support service/operational delivery for Asset Protection and Access Control.
· Troubleshoot, diagnose, and resolve issues with on-premise network video recording devices.
· Regularly check the status of video surveillance cameras and NVR devices to ensure they are online and functioning.
· Manage tickets in ServiceNow, providing timely updates and meeting SLAs and KPIs.
· Ensure smooth and efficient operations of video surveillance and access control systems.
· Collaborate with internal/external partners to support upcoming planned deployments.
· Support queue management by identifying trends, opening Parent and/or Problem tickets, escalating to the correct teams for quick resolution.
· Contribute to the improvement of processes and implementation of new technologies.
· Demonstrate professional and effective communication skills to support users, peers, and cross-functional partners. This comes in in all forms of communication: telephone, email, remote sessions, and in-person. All touch points to be documented in incidents.
· Build a positive working relationship with our retail team, 3rd party vendors, integrators and cross-functional partners.
· Work closely with our vendors to address our oldest tickets and brainstorm for solutions on potential roadblocks.
· Participate as a technical project resource as and when required.
· Participate in on call rotation as required.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com. The EEOC "Know Your Rights" Poster is available
here.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
- Diploma or Bachelors degree in IT related field with 3 years of technology experience or an equivalent combination
- Understanding the basic principles around incident management including creation and classification, investigation and diagnosis, resolution and closure.
- Understanding Cisco Merakis features, configuration, and management is beneficial.
- A foundational understanding of networking principles is essential. This includes knowledge of IP addressing, subnets, VLANs, routing, and firewall rules. Video surveillance systems rely on network infrastructure for data transmission.
- Familiarity with Active Directory, MS Office, Microsoft Intune, MS Admin Center, Cisco Meraki, Microsoft Azure
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.