Service Support Technician

Digi Security Systems is an industry leader in the design, installation and support of custom video surveillance, electronic access control, and intrusion detection solutions for public and private partners. We've built our reputation on innovation and reliable service, and we're known as the industry's experts.

Position Overview

We are seeking a skilled Service Support Technician to join our Remote Support Services Team. This role can be based out of either our Dallas, TX branch and serves as a critical link between our customers, remote support team, and field service technicians.

The Service Support Technician is responsible for receiving, reviewing, documenting, troubleshooting, and resolving remote service requests for integrated security systems. This individual will provide technical support, diagnose system issues, document service activities, and coordinate field resources when on-site service is required. Success in this role requires strong technical expertise, exceptional customer service, and the ability to manage multiple priorities in a fast-paced environment.

The ideal candidate will have 3-5 years of hands-on experience as a field technician within the low-voltage security industry, along with strong communication, organizational, and administrative skills. Preference will be given to candidates with advanced experience in service, programming, system commissioning, and troubleshooting of integrated security systems.

Candidates should possess 1-3 years of remote troubleshooting or technical support experience, a solid understanding of IP networking and connectivity principles, and demonstrated expertise configuring, programming, and supporting physical security systems. The ability to independently diagnose complex technical issues and guide customers through solutions remotely is essential.

The Service Support Technician will be expected to commute to the office every day. Compensation ranges between $25-$27/hour negotiable based on experience.

Job Responsibilities:

Ticket Management & Remote Support

• · Receive, review, and triage incoming service tickets to determine the nature and priority of the issue.
• · Diagnose and resolve technical issues remotely for security systems, including surveillance, access control, and other systems.
• · Document all troubleshooting steps, resolutions, and customer interactions in the ticketing system with clarity and accuracy.
• · Escalate and assign tickets to the appropriate field service team board when remote resolution is not possible.
• · Ensure SLAs (Service Level Agreements) and response times are met for all support requests.
• · Document and retain remote support agreements and terms and conditions for partners utilizing remote support services.

Process Improvement & Collaboration

• · Collaborate with field service teams to ensure seamless coordination between remote and on-site support.
• · Work with engineering and technical teams to escalate complex issues and improve system supportability.
• · Identify recurring technical issues and recommend process improvements or system optimizations.
• · Stay updated on emerging technologies and industry best practices related to security system integration.

Reporting & Documentation

• · Maintain and improve a knowledge base of common issues and solutions to enhance team efficiency.
• · Ensure compliance with security policies and industry regulations in all support activities.

Key Skills:

• Strong knowledge of low-voltage security systems, including CCTV, access control, and alarms.
• Strong knowledge of networking and remote support connection means and methods.
• Proficiency in ticketing systems and remote troubleshooting tools.
• Excellent problem-solving, communication, and customer service skills.
• Strong organizational skills with a focus on documentation and process improvement.

This role is critical to ensure high-quality remote support and efficient service delivery for security system customers.

Benefits:

• 30 hours PTO plus 2 weeks' vacation accrual rate
• 9 company-wide paid holidays throughout the year
• 401k plan w/corporate matching structure
• Full health benefits-medical, dental and vision
• Included life insurance, additional available for purchase
• Accident/critical illness insurance available for purchase
• Required training/licensing paid for by company
• Voluntary professional development opportunities

Disclaimer: This job description is not all encompassing of job responsibilities and is not in any way a binding document. It does not affect the at will nature of employment at Digi Security Systems.

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