Security Systems Technical Support

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

📋 Description

• Capable of leading and managing effective technical communication cycles, both verbally and in writing.

• Engages proficiently with a diverse range of internal and external stakeholders.

• Execute and/or guide logical security fault isolation practices with clients, which may include collaboration with third-party service providers and/or work order requests for field technician support.

• Develop and sustain enterprise-level client relationships to build trust in our products and lifecycle management.

• Uphold contractual service level agreements and occasionally perform root cause analysis on outliers to support the implementation of preventative measures with management.

• Assess the validity of escalations; if valid, take ownership of the incident and ensure resolution. If the escalation is not valid, collaborate with our level 1 partner to identify the coaching/training needs of the level 1 agent.

• Serve as a secondary point of contact for Customer and Field Engineer channels related to Interactive Video/Audio, Intrusion, CCTV, and Intercom lines of business.

• Manage or assist with assigned projects and program components to deliver services in line with established objectives.

⛳️ Requirements

• At least 3 years of hands-on experience with a technology service provider.

• 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.

🏝️ Benefits

• Health insurance

• Paid time off

• Flexible work arrangements

• Professional development opportunities