Service Support Technician

Position Overview

We are seeking an excellent Service Support Technician to join our Remote Support Service Team. The Service Support Technician is responsible for receiving, reviewing, documenting and resolving remote support service calls. This role ensures efficient handling of service requests, timely resolution of technical issues, proper documentation, and coordination with field service teams when on-site support is required. This person should have at least 3-5 years of experience as a field technician in the low voltage security industry, and s/he must have exceptional communication, administrative, and organizational skills. Preference will be given to candidates with additional service, programming and troubleshooting experience. This role requires at least 1-3 years of experience in remote troubleshooting and problem solving, knowledge of networking and connectivity principles, and multiple years of direct experience in software and system configurations for IP network security systems.

The Service Support Technician will be expected to commute to the office every day. Starting pay for this position is negotiable depending 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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