Security Service Technician

The Security Field Service Technician diagnoses, repairs, and maintains complex CCTV and Access Control systems. This role requires high technical expertise, problem-solving abilities, and customer service skills. The Field Service Technician also provides guidance and support to other Field Service Technicians, ensuring high standards of service and efficiency.

Responsibilities

• Diagnose and Repair:
  • Identify and resolve issues in mechanical and electrical systems using advanced diagnostic tools and techniques.
• Maintenance:
  • Perform routine and preventive maintenance on various equipment to ensure optimal performance and longevity.
• Technical Expertise:
  • Utilize advanced technical knowledge to address complex service issues and provide effective solutions.
• Customer Service:
  • Communicate effectively with customers to understand their needs, provide updates on service progress, and ensure customer satisfaction.
• Training and Mentorship:
  • Mentor and train junior technicians, providing guidance and support to help them develop their skills and improve service quality.
• Documentation:
  • Maintain accurate records of service performed, parts used, and customer interactions.
• Inventory Management:
  • Manage inventory levels for parts and supplies, ensuring availability for service tasks.
• Emergency Response:
  • Respond to emergency service calls promptly and efficiently to minimize customer downtime and inconvenience.

Qualifications

Experience in the following:

• System troubleshooting
  • Diagnose camera outages, door failures, network issues
  • Root cause vs. swapping parts blindly
• CCTV systems
  • IP cameras (Axis, Hanwha, Bosch, Hikvision, Avigilon)
  • VMS platforms (Genetec Security Center, Milestone, Avigilon Control Center)
  • Camera configuration, lens adjustment, firmware updates
• Access control systems
  • Panel-based systems (Mercury boards, Lenel, etc.)
  • Card readers, strikes, mag locks, REX devices
  • System platforms like LenelS2 OnGuard or C"CURE 9000
• Networking fundamentals
  • IP addressing, VLANs, PoE, switches
  • Ability to work with IT teams (this is a big differentiator)
• Low-voltage electrical knowledge
  • Reading wiring diagrams
  • Multimeter use
  • Relay logic and power requirements

• 3 7 years in low-voltage/security systems
• Experience servicing (not just installing) systems
• Comfortable working independently in the field
• Has handled live customer environments (hospitals, schools, etc.)

Nice to have Manufacturer certs:

• Genetec, LenelS2, Axis, Avigilon, Bosch, DMP, etc.

Field Requirements

• Valid driver's license (daily travel role)
• Ability to:
  • Climb ladders/lifts
  • Work in ceilings, IDFs/MDFs
  • Lift ~50 lbs