Security System Tech Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver Level 2 technical support for managed business security services.

• Conduct fault isolation, repairs, and service restoration for customer incidents.

• Assist with incidents escalated from Level 1 teams and evaluate the validity of escalations.

• Assume responsibility for valid escalations and resolve intricate security challenges.

• Mentor Level 1 agents when escalations are deemed invalid.

• Offer technical support via ticketing systems, email, chat, and phone communication.

• Interact with customers, field engineers, internal teams, third-party service providers, and vendors.

• Diagnose issues related to single-site devices and connectivity, broad-scale faults, and complex configuration changes.

• Uphold contractual Service Level Agreements and perform root cause analyses for anomalies.

• Prioritize incidents based on client needs, policies, and operational impact.

• Serve as a secondary contact for Interactive Video/Audio, Intrusion, CCTV, and Intercom systems.

• Act as the primary contact for Fire, Business Intelligence, Access Control, and Sonitrol systems.

• Manage or assist with designated projects and program components.

• Coordinate task updates and communicate with support leaders using Microsoft Planner.

• Address technical assistance inquiries from staff, administrators, site personnel, and vendors.

• Troubleshoot security equipment, carrier circuitry, customer wiring, hardware, software applications, and signal/video verification.

• Proactively manage recurring incidents and oversee problem management.

• Suggest additions or modifications to knowledge articles based on learned experiences.

⛳️ Requirements

• A minimum of 1–2 years of hands-on experience with a technology service provider offering technical support to Field Technicians and Customers.

• Experience in troubleshooting and repairing CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion systems is advantageous.

• Practical knowledge of low-voltage installation and support is a plus.

• Honeywell, DMP, and Bosch training and/or certification is preferred.

• Comprehensive understanding of security fundamentals, related platforms, devices, and configurations.

• Technical expertise in Fire Systems, Access Control, and CCTV systems, including HikCentral and iVMS.

• Capacity to troubleshoot security/video equipment, carrier circuitry, customer wiring, hardware, and software applications.

• Ability to provide real-time support through ticket management applications, email, chat, and phone.

• Skill in collaborating with cross-functional teams and managing escalated incidents.

• Capability to maintain contractual Service Level Agreements.

• Availability to work Monday–Friday during the designated schedule and provide weekend/off-hours support as needed.

• Excellent written, oral, and customer communication skills.

• Ability to function effectively in a fast-paced environment and prioritize incidents.

• Proficiency in applying logical and innovative problem-solving techniques to security fault isolation and resolution.

🏝️ Benefits

• Flexible work schedule with off-hours support as needed.

• Equal employment opportunity provided.

• Accommodation support available during the application or interview process.

• Collaborative company culture that emphasizes teamwork, commitment, and enjoyment.

• Opportunities to contribute to a growing organization focused on growth and transformation.