- Deliver timely and professional support through service requests and ticket management.
- Troubleshoot and resolve technical issues remotely and onsite, including hardware-related concerns.
- Provide onsite support for customer environments including servers, workstations, networking equipment, and integrated systems.
- Utilize ticketing platforms to document, track, and close service requests.
- Maintain accurate documentation and ensure service expectations are met.
- Perform preventative maintenance and recurring service activities.
○ Access control components (readers, locks, intercoms, gates)
- Follow established operational procedures and service workflows.
- Coordinate with subcontractors, contractors, and vendors to support successful delivery.
- Serve as a point of contact for installation coordination and field communication.
- Conduct routine site visits and identify scope changes as needed.
- Support projects across commercial and premium residential environments.
- Provide consistent communication and updates to customers.
- Escalate and resolve complex issues while minimizing operational risk.
- Contribute to root cause analysis and process improvements.
- Submit required reporting and administrative documentation.
- Identify opportunities for process improvement and operational efficiency.
- Stay current with emerging technologies, certifications, and industry best practices.
5+ years of experience in security systems, low voltage, field service, or related environments.
- 2+ years of client-facing experience supporting technical projects or managed services.
- Flexibility for occasional after-hours or weekend support.
- Experience with ticketing, monitoring, or service management tools.
- Experience with security integration, low voltage, AV, managed services, or related technical service industries.
- Relevant industry certifications in video, access control, networking, or related technologies.
- Comfortable working onsite, driving between locations, and using computers for extended periods.
- Ability to work on ladders and active construction environments.
- Manual dexterity and visual ability to install and troubleshoot technical systems.
- Collaborative team environment 5+ years of experience in security systems, low voltage, field service, or related environments.
- 2+ years of client-facing experience supporting technical projects or managed services.
- Flexibility for occasional after-hours or weekend support.
- Experience with ticketing, monitoring, or service management tools.
- Experience with security integration, low voltage, AV, managed services, or related technical service industries.
- Relevant industry certifications in video, access control, networking, or related technologies.
- Comfortable working onsite, driving between locations, and using computers for extended periods.
- Ability to work on ladders and active construction environments.
- Manual dexterity and visual ability to install and troubleshoot technical systems.
Responsibilities
- Deliver timely and professional support through service requests and ticket management.
- Troubleshoot and resolve technical issues remotely and onsite, including hardware-related concerns.
- Provide onsite support for customer environments including servers, workstations, networking equipment, and integrated systems.
- Utilize ticketing platforms to document, track, and close service requests.
- Maintain accurate documentation and ensure service expectations are met.
- Perform preventative maintenance and recurring service activities.
○ Access control components (readers, locks, intercoms, gates)
- Follow established operational procedures and service workflows.
- Coordinate with subcontractors, contractors, and vendors to support successful delivery.
- Serve as a point of contact for installation coordination and field communication.
- Conduct routine site visits and identify scope changes as needed.
- Support projects across commercial and premium residential environments.
- Provide consistent communication and updates to customers.
- Escalate and resolve complex issues while minimizing operational risk.
- Contribute to root cause analysis and process improvements.
- Submit required reporting and administrative documentation.
- Identify opportunities for process improvement and operational efficiency.
- Stay current with emerging technologies, certifications, and industry best practices.