Service Technical Support Specialist: Alarm & CCTV Expert

Datawatch Systems; Bethesda (MD); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical Insurance plans

Dental Insurance plans

Vision Insurance

401K Plan with employer match

Paid holidays

Job summary

Datawatch Systems in Bethesda, MD is seeking a Service Technical Support Specialist to remotely review, diagnose, troubleshoot, and support technical issues across customer systems. You will determine when field service is required, assist technicians during visits, and document findings to ensure accurate ticket evidence.

The role covers access control, CCTV/video, burglar and fire alarm monitoring, network health, and system diagnostics.

Qualifications

• Strong technical troubleshooting across systems and platforms.
• Ability to diagnose issues remotely using dashboards, logs, and account records.
• Working knowledge of access control, CCTV/video, burglar alarm, and fire alarm monitoring workflows.
• Ability to distinguish remote-resolvable issues from field-service needs.
• Clear communication with customers, technicians, coordinators, and managers.
• Strong documentation discipline and evidence quality.

Responsibilities

• Incident Review and Remote Triage: Review client-reported issues and diagnostic monitoring alerts to determine the affected system, device, site, account, or service.
• Perform remote triage before dispatch where practical, including system status review and credential checks.
• Determine whether the issue can be resolved remotely, requires customer action, or must be converted into a service request.
• Document all triage steps, findings, test results, and disposition decisions in the incident or ticket record.
• Remote Technical Resolution: Resolve eligible issues remotely, including programming corrections and account updates.
• Confirm resolution through system evidence and customer confirmation.
• Close incidents only when required evidence and customer communication are complete.
• Field Technician Support: Provide technical guidance to field technicians before or during service calls.
• Monitoring and Communication Path Support: Support troubleshooting of monitoring account issues and communication paths.
• Service Request Conversion and Escalation: Determine when to convert incidents into service requests and escalate as needed.

Skills

Strong technical troubleshooting

Remote diagnosis

Access control knowledge

CCTV/video knowledge

Alarm monitoring knowledge

Customer communication

Job description

Datawatch Systems in Bethesda, MD is seeking a Service Technical Support Specialist to remotely review, diagnose, troubleshoot, and support technical issues across customer systems. You will determine when field service is required, assist technicians during visits, and document findings to ensure accurate ticket evidence.

The role covers access control, CCTV/video, burglar and fire alarm monitoring, network health, and system diagnostics.