Responsibilities
Customer Support
- Deliver timely and professional support through service requests and ticket management.
- Troubleshoot and resolve technical issues remotely and onsite, including hardware-related concerns.
Technical Services
- 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.
Service & Maintenance
- Perform preventative maintenance and recurring service activities.
○ Routine system checks and equipment maintenance
- Execute break-fix support including:
○ Camera replacements
○ Access control components (readers, locks, intercoms, gates)
○ Low-voltage and structured cabling troubleshooting
- Follow established operational procedures and service workflows.
Project Support
- Assist with project execution onsite and remotely.
○ Equipment staging and preparation
○ Basic system setup, labeling, and organization
- Review project documentation and scope requirements.
- Interpret construction drawings and installation plans.
- 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.
Communication & Operations
- 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.
Team Collaboration
- Participate in on-call rotation as required.
- Collaborate across technical and operational teams.
- Identify opportunities for process improvement and operational efficiency.
- Support additional initiatives as business needs evolve.
Professional Development
- 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.
- Strong ability to adapt to evolving technologies.
- Flexibility for occasional after-hours or weekend support.
- Valid driver’s license and reliable transportation.
Core Competencies
- Strong communication and interpersonal skills.
- Analytical problem-solving ability.
- Attention to detail and follow-through.
- Professionalism and discretion with customer information.
- Ownership mentality and collaborative approach.
Preferred Technical Exposure
- IP video surveillance and video management platforms.
- Access control systems implementation and support.
- Experience with ticketing, monitoring, or service management tools.
Preferred Background
- Experience with security integration, low voltage, AV, managed services, or related technical service industries.
Preferred Certifications
- Relevant industry certifications in video, access control, networking, or related technologies.
PHYSICAL REQUIREMENTS
- Ability to lift up to 50 lbs occasionally.
- 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.
COMPENSATION & BENEFITS
- Competitive compensation package
- Performance-based incentives
- Medical, dental, and vision offerings
- Vehicle or mileage reimbursement options
- Ongoing training and growth opportunities
- Collaborative team environment