Primary Duties & Responsibilities
 

• Answer inbound technical support requests and serve as the primary point of contact for initial customer response upon ticket submission, providing first-line troubleshooting and ensuring timely acknowledgment and clear expectations for resolution

• Triage and disseminate incoming service tickets, assigning them to the appropriate technical resources based on skill set, location, and urgency

• Schedule and dispatch field technicians for on-site appointments, coordinating directly with customers to confirm availability and access while ensuring the highest level of customer satisfaction

• Troubleshoot, diagnose, and resolve hardware, software, and network/system problems, including troubleshooting and programming of commercial access control, IP CCTV, wireless network, and intrusion detection systems

• Configure and install network devices and services, including routers, switches, firewalls, load balancers, VPN, and QoS

• Monitor network performance and system resource utilization, performing maintenance, upgrades (service packs, patches, hot fixes, security configurations), disaster recovery operations, and data backups to maintain maximum availability, reliability, and capacity

• Assist technicians, project managers, and post-sales engineering with technical support, issue resolution, and redesigns as needed

• Maintain detailed, accurate configuration management documentation for client sites, and ensure all service communication and documentation is complete and accurate

• Cultivate client relationships into long-term partnerships, and contribute to a healthy, positive
  team culture

• Complete internal projects and other duties as assigned by company management

 

Qualifications
 

• 3+ years of IT technical experience, including IP networking (TCP/IP), switching, firewalls, Microsoft and Linux platforms, storage arrays/SAN-NAS technologies, wireless infrastructure, and various network types (LAN, WAN, WLAN, VoIP)

• Understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS) and the OSI/TCP-IP model

• Strong understanding of network infrastructure and hardware, with the ability to troubleshoot devices such as wireless access points, firewalls, routers, switches, and controllers

• Hands-on experience with monitoring, network diagnostic, and network analytics tools

• Ability to create, read, and interpret network diagrams, wiring schematics, and blueprints for design, planning, and documentation of communication systems, and to provide detailed information for hardware and software selection

• Strong analytical, mechanical, and problem-solving skills, with the ability to think through problems and visualize solutions

• Ability to quickly learn new or unfamiliar technologies through self-directed research, continuing education, and professional development (e.g., conferences, industry publications)

• A self-starter able to work independently or as part of a team, comfortable interacting with all levels of staff within and outside the organization

• Excellent verbal and written communication, organizational, and multi-tasking skills in a fast-paced environment

• Preferred Qualifications: Previous experience in IT, security, or systems support — such as network administration or
  Access Control & CCTV systems in a commercial environment

 

Work Environment & Physical Demands
 

• Regular and Timely Attendance

• Full-time position with standard working hours

• Must be able to stand or sit for long periods of time (up to 4 hours)

• Comfortable using computers, tablets, and mobile applications as part of daily workflow

• Must pass initial and random substance abuse tests & background checks

 

Compensation & Benefits
 

• $20.00 - $25.00 per hour, based on experience and qualifications

• Company 401k with a 100% match on the first 6% of contributions

• Medical, Dental & Vision Benefits

• Flexible vacation / paid time off (subject to company policy)

• Salary increases based on job performance, ability to handle increasing levels of responsibility, completion of relevant manufacturer certifications, and overall state of the company

• Professional development plan designed to help you achieve your professional goals​