Tony Prasad is an ADT Security Service Technician based in Sydney, New South Wales. Working across the residential and commercial security divisions, Tony spends most of his day visiting customers who require technical assistance with their system.
Here, Tony explains his role at ADT Security and takes us through a typical work day.
How long have you worked for ADT Security?
I began working for ADT Security 16 years ago. I started in the monitoring centre where I helped customers with their queries over the phone and found that I really enjoyed the industry. After 12 years, I decided to upskill to become a qualified service technician. This required two years of part-time study at TAFE which I completed while continuing to work in the monitoring centre. ADT was very supportive during this time, helping me through my studies and providing on the job training to test my skills.
How does your day typically start?
ADT Service Technicians are assigned their first job each morning before the official work day begins, so my day starts by planning where I need to go. Sydney’s traffic is challenging so it’s important to work out the best route to avoid any delays. We are dedicated to one job at a time and are only assigned the next customer visit when the previous one has been completed. I like this approach as it makes the job exciting and ensures each customer gets the attention they deserve.
How many clients will you visit in a day?
It varies depending on the complexity of each job. While some residential work can be completed quickly, a large commercial job can take hours to complete. However, generally speaking, I can complete anywhere from three to eight jobs a day.
What are some of the most common things you address on site?
I spend a lot of time helping customers deal with false alarms which would be the most common call-out. False alarms can be caused by numerous things including a faulty or misaligned sensor, a cabling issue, or an environmental or pest issue. Pets, balloons and spiders are also common triggers for false alarms.
The main thing to remember is that the system has its capabilities and limitations. By taking time to understand how the security system works, home owners can reduce the likelihood of false alarms and in turn, secure their property more effectively.
What do you find most challenging in your role?
Intermittent faults would have to be the biggest on the job challenge as the cause can be tricky to find. It’s often assumed that noises and beeps are coming from the alarm system but I often attend jobs where the unexplained sound is actually coming from a smoke detector which needs its batteries changed.
What qualities do you need to be a good technician?
You need to be a good communicator and be willing to listen to customers. You also need to upskill to keep up with new technology or you’ll be quickly left behind. The security industry is evolving and with more internet protocol (IP) and cloud-based systems, technicians need to understand these changes to offer appropriate advice to customers.
What’s your favourite part of the job?
I love helping our customers. I get a lot of satisfaction when I’ve been able to solve their problem. I don’t always know everything, but as a team we help each other out. We have a great support network at ADT so if I get stuck on something, I have an experienced team of colleagues I can call on and vice versa. I’ve made many good friends at ADT, the company is almost like family to me.