Who we are

Convergint is a global leader in service-based systems integration, delivering cutting-edge security and technology solutions. We are committed to a supportive, inclusive culture built on integrity, collaboration, and continuous growth. With over 20 years of proven growth and exceptional performance, our mission is to be our customer’s best service provider.

We recognise the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs, which drive our unmatched culture, making us the #1 global service-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities through the solutions we provide.

Role Overview

The Global Support Operations Centre (GSOC) Support Specialist is responsible for providing 24x7 technical and operational support across a global network. This position plays a key role in monitoring, triaging, and resolving incidents, coordinating with local vendors, and ensuring all Service Level Agreements (SLAs) are consistently achieved. The GSOC Specialist acts as the first line of defence for all incoming support requests and serves as a critical communication link between internal teams, vendors, and customers.

No prior security industry experience is required, full training will be provided. We welcome applicants with strong communication, problem-solving, and customer service skills who are eager to learn in a fast-paced technical environment.

Key Responsibilities

Operational Support

• Monitor and respond to all incoming support requests (calls, emails, and system alerts) within SLA-defined response times.
• Accurately log all incidents, service requests, and actions taken in the centralized ticketing system.
• Perform initial triage, troubleshooting, and resolution of technical issues (Tier 1).
• Escalate unresolved issues to Tier 2/3 or local vendor partners according to the defined escalation matrix.
• Coordinate vendor dispatches and ensure field service engineers arrive on-site within SLA timeframes (typically 4 hours).
• Maintain active communication with all stakeholders during the lifecycle of an incident.

Operational Support

• Provide clear, concise, and timely communication to internal stakeholders, customers, and vendors.
• Participate in daily operational calls to review “hot” tickets and critical issues.
• Contribute to weekly performance meetings by sharing observations, trends, and improvement opportunities.
• Support the monthly business review (MBR) process by supplying accurate ticket metrics and incident summaries.

Knowledge Management

• Document troubleshooting steps and resolutions in the GSOC Knowledge Base.
• Identify recurring issues and suggest knowledge articles or process improvements.
• Stay current on updates to systems, tools, and processes through ongoing training.

Compliance & Security

• Follow all information security, data privacy, and regulatory requirements (e.g., PSA, GDPR).
• Use remote access tools in accordance with approved security protocols (multi-factor authentication, session logging).
• Protect customer data confidentiality and maintain compliance with all internal and external security policies.

Collaboration & Culture

• Work collaboratively across global shifts to ensure smooth handovers and uninterrupted service.
• Demonstrate Convergint’s mission of “Protecting the World” through professionalism, integrity, and customer commitment.
• Support a positive, inclusive, and team-oriented GSOC culture.

Required Skills & Qualifications

Technical Skills

• Proficiency in IT Service Management (ITSM) / ticketing systems (e.g., FreshDesk, Zendesk).
• Strong troubleshooting skills in networked systems, security platforms, or hardware infrastructure.

Preferred:

• Experience with integrated security systems and software, knowledge of Genetec is a distinct advantage.
• Familiarity with vendor coordination and incident escalation processes.
• Experience with remote monitoring and diagnostic tools.

Professional Skills

• Excellent written and verbal communication in English (additional languages are a plus).
• Strong analytical and problem-solving abilities.
• Ability to manage multiple tasks under time pressure.
• Demonstrated attention to detail and process adherence.

Experience

• 2–4 years in a technical support, NOC, SOC, or GSOC role preferred.
• Experience in a 24x7 operational environment and/or with global clients is highly desirable.
• Background in electronic security, access control, video management, or life safety systems advantageous.
• Experience with Genetec Security Centre or similar platforms will be considered a strong asset.

Work Environment & Schedule

• 24x7 operational coverage with rotating shifts (including nights, weekends, and holidays).
• May involve occasional on-call duty or participation in global escalation bridges.
• Operates in a high-availability, high-performance environment where teamwork and clear communication are essential.

Core Values Alignment

The GSOC team embodies Convergint’s core values:

• Integrity, Service, and Excellence
• Positive Attitude
• Accountability for Results
• Commitment to Continuous Improvement
• Living the Convergint Culture – “We Are One Convergint”

What we provide

Convergint fosters a supportive, inclusive, and accessible environment where individuals from diverse backgrounds and experiences can reach their full potential. We are proud to offer our colleagues a range of competitive benefits and programmes designed to promote wellbeing, growth, and balance:

• Competitive Salary: €39,000 per annum (€18 per hour), reviewed after 6 months.
• Commission Structure: Sales-based commission plan.
• Bank Holidays: 10 bank holidays per year (minimum of €1,440 – higher if worked). Bank holidays worked are paid at 2x hourly rate.
• Overtime: Paid at 1.5x hourly rate for eligible hours.
• Roster: Set rolling roster – 7 x 12-hour shifts every two weeks, allowing for advance planning.
• Pension: Up to 4% matched company contribution (pension participation is mandatory).
• Annual Leave: 18 shifts per year (equivalent to 216 hours).
• Employee Assistance Programme (EAP): Company-funded confidential support for colleagues and their families.
• Fun & Laughter Day: One paid “Fun & Laughter” day per year (post-probation), with spending money provided.
• Company Events & CSR Day: Regular team events and a dedicated Corporate Social Responsibility day.
• Work Equipment: All necessary equipment provided for work purposes.
• Non-Taxable subsistence payment.