Remote Technical Support Specialist, Security Systems
IK Systems
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Benefits offered by this job
Job summary
IK Systems in Victor, NY is seeking a Technical Support Specialist to provide entry-level remote technical support for integrated security and life safety systems, including video surveillance, access control, and intercom platforms.
You will assist end-users by phone during outages, troubleshoot issues, and guide customers in plain language while growing your skills through training and exposure to more advanced tasks over time.
Qualifications
- Associate's degree in CS/IT or related field or equivalent experience.
- 1-2 years in a technical support or helpdesk environment with exposure to security, networked, or software systems.
- Basic understanding of IP-based systems, remote diagnostic tools, and ticketing systems.
Responsibilities
- Provide first-line phone support to end-users during outages, using clear and empathetic communication.
- Assess each customer's system (servers, network switches, cameras, access control panels) to isolate faults and guide corrective action.
- Troubleshoot common technical problems in real time using remote access tools and checklists.
- Elevate complex issues to senior team members or engineering staff as appropriate.
- Monitor and respond to service tickets with timely updates and communication.
- Maintain internal documentation by logging resolution steps and recurring issues.
Skills
Education
Tools
Job description
IK Systems in Victor, NY is seeking a Technical Support Specialist to provide entry-level remote technical support for integrated security and life safety systems, including video surveillance, access control, and intercom platforms.
You will assist end-users by phone during outages, troubleshoot issues, and guide customers in plain language while growing your skills through training and exposure to more advanced tasks over time.
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