Physical Security Systems Engineer I

Tech Systems, Inc.; Atlanta (GA); A distancia; USD 75.000 - 95.000; Jornada completa

Descripción de la vacante

Tech Systems, Inc. is seeking a Physical Security Systems Engineer I to implement, program, troubleshoot, and support enterprise physical security systems such as access control and video surveillance.

The role involves collaboration with field technicians, project managers, and customers across healthcare, commercial, and enterprise environments. The ideal candidate has hands-on experience with LenelS2, Genetec, Avigilon, Milestone, or similar systems, and strong knowledge of networking,

Formación

• BS degree in Information Technology or Computer Science preferred.
• Electronic Security Certifications in three or more areas including Lenel, Genetec, Avigilon, or Milestone.
• 3–5 years' experience installing and troubleshooting electronic security systems.
• Familiarity with networking fundamentals (IP addressing, PoE, VLANs, VPNs).
• Experience with Windows-based platforms, system imaging, and remote management tools.
• Healthcare or regulated environments experience is a plus.
• Inbound/Outbound call center experience supporting internal and external customers.
• Experience with ticketing systems like Zendesk, Freshdesk or others; ServiceNow a plus.
• Must reside within commuting distance of Atlanta, GA; report to the office 3–4 days per week.
• Must have a valid driver's license and clean driving record.

Responsabilidades

• On-call work may be required, including nights, weekends, and holidays.
• Respond to escalation requests from Support Specialists.
• Provide ongoing software and hardware support for client systems, including Networking, Access Control, Video Surveillance, Intrusion Alarm Systems, and Infant Protection Systems.
• Triage reported issues for remote resolution; escalate if needed.
• Log all support interactions in the ticketing system with progress and resolutions.
• Provide remote/onsite programming/implementation support for field technicians; collaborate to meet timelines.
• Support field project technicians and remote Preventative Maintenance.
• Maintain internal and customer knowledge bases.
• Dispatch field support teams as appropriate.
• Follow procedures for closing out remote work orders and updates.
• Ensure technical documentation is updated for client environments.
• Conduct technology reviews and guidance for enhancements/refreshes.
• Enforce Tech Systems and customer standards.
• Support client training activities.

Conocimientos

Security systems

Troubleshooting

Networking basics

Windows platforms

Customer service

Documentation

Communication

Time management

Teamwork

Remote support

Educación

BS in IT

Electronic Security Certifications

Herramientas

LenelS2

Genetec

Avigilon

Software House

Milestone

ExacqVision

ONVIF

OSDP

Descripción del empleo

Position:Physical Security Systems Engineer I

Location: Buford, GA

Job Id:499

# of Openings:0

GENERAL DESCRIPTION

This is not a general IT support role.

The Physical Security Systems Engineer I provides implementation, programming, troubleshooting, and technical support for enterprise physical security systems, including Access Control, Video Surveillance (VMS), Intrusion Detection, and Infant Protection platforms.

The ideal candidate has hands‑on experience supporting electronic security technologies such as LenelS2, Genetec, Avigilon, Software House, Milestone, ExacqVision, or similar systems.

The role works closely with field technicians, project managers, solutions architects, and customers to support deployments, system upgrades, integrations, and ongoing service operations across healthcare, commercial, and enterprise environments.

POSITION RESPONSIBILITIES AND EXPECTATIONS

• On-call work may be required, including coverage for nights, weekends, and holidays.
• Respond timely and thoroughly to escalation requests from Support Specialists.
• Provide ongoing software and hardware support for client systems, including but not limited to Networking, Access Control, Video Surveillance, Intrusion Alarm Systems, and Infant Protection Systems. Support includes triage and resolution of identified issues as well as software upgrades, configuration changes and other tasks required to maintain optimal system performance.
• Triage reported issues with a goal of remote resolution. Issues that cannot be resolved via Professional Services can be escalated to a manager for Solutions Architect assistance.
• Log all support interactions in the ticketing system. Maintain accurate records of all work performed, materials used, communications and issue resolution or next steps.
• Provide project programming/implementation support for field technicians. Project programming is typically remote; however, on‑site support may be required. Collaborate with project stakeholders to ensure project timelines, scopes and deliverables are met.
• Provide support for field project technicians, when applicable.
• Provide remote support for field technicians completing Preventative Maintenance activities.
• Assist in development and/or maintenance of internal and customer facing knowledge bases.
• Dispatch field support teams as appropriate.
• Follow standard operating procedures for closing out remote work orders, not requiring a dispatch.
• Ensure all technical documentation is updated and current for assigned client environments. Including but not limited to system diagrams, configuration guides, installation documentation, access information, administrative procedures, and customer compliance requirements.
• Conducts technology reviews and provides guidance for technology enhancement and/or refresh for end‑of‑life equipment.
• Ensures that all TSi and customer‑specific standards and procedures are followed and enforces those standards via documentation and escalation.
• Support any client training
• Maintain up‑to‑date knowledge of industry trends, technologies, and standards (e.g. ONVIF, OSDP, IP and Cloud based systems).
• Other duties as assigned by leadership.

MINIMUM QUALIFICATIONS

Must currently reside within commuting distance of Atlanta, GA and be able to report to the office 3‑4 days per week.

A. EDUCATION

• BS Degree in Information Technology, Computer Science, or equivalent preferred.
• Electronic Security Certifications: Certifications in three or more TSi Supported Access Control, Video Surveillance, Intrusion, Infant Protection, and any other Electronic Security Systems. Including but not limited to Lenel, Genetec, Avigilon, Software House, Exacq, or Milestone.
• Hugs certification is a plus.

B. EXPERIENCE

• 3-5 years’ experience installing and troubleshooting electronic security system software and hardware.
• Familiarity with networking fundamentals (IP Addressing, PoE, VLANs, VPNs, etc.)
• Experience with client server applications.
• Proficiency with Windows‑based platforms, system imaging, and remote management tools.
• Experience with healthcare or regulated environments (e.g. hospitals, pharmaceutical, data centers, critical infrastructure, etc.) is a plus.
• Inbound\Outbound Call Center experience supporting internal and external customers.
• Experience with ticketing systems like Zendesk, Freshdesk or others. ServiceNow experience is a plus.

C. KNOWLEDGE, SKILLS, & COMPETENCY

• Excellent computer skills, including, but not limited to, in‑depth knowledge of Microsoft based products (such as MS Word, Excel, MS Office Suite, and Outlook) and the Internet.
• Ability to troubleshoot hardware and software problems on Access Control, CCTV, and Alarm Systems equipment.
• Strong interpersonal skills, including a sense of urgency when attending to customer needs and while interacting with Tech Systems staff and vendors.
• Excellent customer service skills, including a sense of urgency when attending to internal needs.
• Must be detail‑oriented and have excellent organizational skills.
• Ability to work well independently and as part of a team.
• Excellent communication skills, including, but not limited to, the ability to effectively communicate both verbally and in writing.
• Strong time management skills, including ability to meet deadlines.
• Experience with creating, updating and resolving service requests in a service management system.

D. DRIVER’S LICENSE

• Must have a valid driver’s license.
• Must have a clean driving record, satisfactory to Tech Systems’ automobile insurance carrier.

E. PHYSICAL DEMANDS AND WORKING CONDITIONS

Job duties are performed remotely in an in‑home office setting, requiring some travel to client site where applicable. Shiftwork may be required for 24/7 coverage.