Job Description

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.

Qualifications

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.
• Customer-first mindset.
• 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.

Additional Information

COMPENSATION & BENEFITS
• Competitive compensation package
• Performance-based incentives
• Medical, dental, and vision offerings
• Retirement program
• Vehicle or mileage reimbursement options
• Ongoing training and growth opportunities
• Collaborative team environment