Security Systems Tech Support

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

📋 Description

• Deliver Level 2 technical support for business security services.

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

• Assist with incidents escalated by Level 1 teams and assess the validity of escalations.

• Assume responsibility for valid escalations and work towards their resolution.

• Mentor Level 1 agents when escalations are deemed invalid.

• Provide real-time support via ticket management applications, email, chat, and phone.

• Interact directly with customers, field engineers, internal teams, and vendors.

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

• Execute or guide logical security fault isolation in collaboration with clients and third-party service providers.

• Manage relationships with enterprise-level clients and uphold contractual Service Level Agreements.

• Perform root cause analyses for outlier incidents and support preventive measures.

• Recognize, identify, and prioritize incidents based on business needs and operational impact.

• Serve as a second point of contact for Interactive Video/Audio, Intrusion, CCTV, and Intercom lines of business.

• Act as the primary point of contact for Fire, Business Intelligence, Access Control, and Sonitrol lines of business.

• Maintain a comprehensive understanding of security platforms, devices, and configurations.

• Manage or assist with assigned projects and program components.

• Coordinate task updates with support leaders utilizing Microsoft Planner.

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

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

• Proactively manage recurring problems and repeated incidents.

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

• Provide weekend and off-hours support as necessary.

⛳️ Requirements

• A minimum of 1–2 years of relevant experience with a technology service provider.

• Experience in providing technical support to field technicians and customers.

• Familiarity with troubleshooting and repairing CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion systems is beneficial.

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

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

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

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

• Excellent written, verbal, and customer communication skills.

• Ability to troubleshoot through a logical process of elimination.

• Capacity to collaborate with cross-functional teams.

• Ability to thrive in a fast-paced environment and meet demanding client requirements.

• Must be available to work Sun–Thurs, 9:00 AM–6:00 PM CST.

• Schedule flexibility, including weekend and off-hours support as required.

🏝️ Benefits

• Equal Employment Opportunity consideration.

• Disability accommodations during the application and interview process.

• Confidential handling of accommodation information.

• Collaborative company culture.

• Commitment to employee growth and transformation.

• Company focus on innovation and excellence.

• Opportunity to make a direct impact.