Security Systems Support Technician – Incident & Fault Resolution

Interface Systems; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Interface Systems is seeking a Level 2 Security Technical Support Analyst to provide fault isolation, repair, and service restoration for business security systems including CCTV, Fire, and Access Control. You will work with Level 1 support, engage with clients via multiple channels, and drive resolution of complex incidents across enterprise networks.

You will build trusted client relationships and apply technical knowledge to incident analysis, root cause identification, and preventative

Qualifications

• .Minimum 1-2 years of practical experience with a technology service provider, giving technical support to field technicians and customers.
• .
• Experience troubleshooting and repairing CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion is a plus.
• .
• Working knowledge of low-voltage installation and support is a plus.
• Honeywell, DMP, and Bosch training and/or certification is preferred.

Responsibilities

• Lead and manage technical communication cycles, verbal and written, with diverse audiences.
• Engage with internal teams and customers to drive fault isolation and resolution.
• Escalate to Level 1 if needed and coordinate coaching for Level 1 agents.
• Act as second point of contact for Customer and Field Engineer channels for Interactive Video/Audio, Intrusion, CCTV, and Intercom lines.
• Serve as primary contact for Fire, Business Intelligence, Access Control, and Sonitrol lines of business.
• Help maintain SOPs, service levels, and root cause analyses to prevent repeats.
• Coordinate with cross-functional teams to ensure timely fault isolation and resolution.

Skills

Customer service

Technical troubleshooting

Communication

Problem solving

Tools

HikCentral

iVMS

CCTV systems

Fire systems

Access Control

Job description

Interface Systems is seeking a Level 2 Security Technical Support Analyst to provide fault isolation, repair, and service restoration for business security systems including CCTV, Fire, and Access Control. You will work with Level 1 support, engage with clients via multiple channels, and drive resolution of complex incidents across enterprise networks.

You will build trusted client relationships and apply technical knowledge to incident analysis, root cause identification, and preventative