Key Responsibilities
Customer Support & Service Delivery
- Deliver exceptional client support through ticketing systems and service requests.
- Troubleshoot and resolve advanced technical issues remotely and onsite.
- Communicate clearly with stakeholders regarding issue resolution and service updates.
Technical Operations
- Support enterprise environments including servers, desktops, display systems, control platforms, and related infrastructure.
- Track and manage support activity through ticketing and documentation platforms.
- Maintain service records and ensure adherence to response expectations.
Preventative Maintenance & System Administration
- Perform recurring system maintenance activities including:
- Operating system and firmware updates
- Display and visualization environment support
- Operator workstation administration
- Equipment organization and hardware upkeep
- Documentation updates and maintenance
- Execute recurring operational procedures and support continuous improvement initiatives.
Project Support & Deployment
- Assist with implementation and deployment activities across enterprise environments.
- Support installation and configuration of:
- Security operations environments
- Visualization and collaboration spaces
- Networking and infrastructure components
- Audio visual technologies
- Review technical documentation and validate project deliverables.
- Interpret construction and design documentation where applicable.
- Coordinate with internal teams and external partners to support project success.
Communication & Risk Management
- Provide regular status updates on support requests and projects.
- Escalate and resolve complex technical issues.
- Participate in root cause analysis and process improvement efforts.
- Maintain accurate reporting and administrative documentation.
Team Collaboration
- Participate in an on-call support rotation.
- Partner cross-functionally to support business objectives.
- Contribute ideas that improve systems, workflows, and customer outcomes.
Professional Development
- Maintain awareness of emerging technologies and pursue ongoing technical development.
Required Experience
- 5+ years supporting enterprise security, operations, IT infrastructure, or similar technical environments.
- Experience supporting client-facing technical environments.
- Ability to adapt and learn new technologies quickly.
- Willingness to support occasional after-hours work and travel.
Preferred Experience
- Enterprise video management systems (Milestone XProtect)
- Security operations or command center environments
- Audio visual technologies
- Visualization environments and display technologies
- Ticketing and service management platforms
- Managed services or technical support environments
Preferred Skills
- Strong communication and customer engagement skills
- Strong troubleshooting and analytical skills
- Detail-oriented execution
- Ability to work independently and collaboratively
Preferred Certifications
Industry certifications related to security, networking, AV, infrastructure, or enterprise systems are a plus.
Competitive compensation, benefits package, retirement offerings, and additional employee programs.