Service Support Technician

Digi Security Systems; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

9 company-wide paid holidays

401k with corporate matching

Full health benefits

Life insurance

Accident/critical illness insurance

Training paid for by company

Voluntary professional development

Job summary

Digi Security Systems is seeking a Service Support Technician for its Remote Support Service Team. The role involves handling remote support calls, triaging tickets, and coordinating with field teams for on-site needs.

Candidates should have 3–5 years as a field technician in low voltage security, plus 1–3 years remote troubleshooting and networking knowledge. Commute to office daily; starting pay negotiable based on experience.

Qualifications

• 3-5 years of field technician experience in low voltage security systems.
• 1-3 years of remote troubleshooting experience.
• Experience with IP network security configurations and systems.

Responsibilities

• Receive, review, and triage incoming service tickets and prioritize issues.
• Diagnose and resolve remote issues for CCTV, access control, and alarms.
• Document troubleshooting steps and customer interactions in the ticketing system.
• Escalate to field service teams when on-site support is required.
• Ensure SLAs and response times are met for all requests.
• Collaborate with field, engineering and technical teams on complex issues.

Skills

Field technician

Networking knowledge

Remote troubleshooting

IP network security

Ticketing systems

Documentation

Communication

Job description

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 haveat 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.

• 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.