Tier I Professional Services Engineer

Tech Systems Inc. (TSi); Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

Tech Systems Inc. (TSi) seeks a Physical Security Systems Engineer I to implement, program, troubleshoot, and support enterprise physical security systems in the Atlanta area.

The role focuses on Access Control, Video Surveillance, Intrusion, and Infant Protection platforms with hands-on experience in LenelS2, Genetec, Avigilon, and other major systems. Based in Atlanta, GA, the position requires in-person attendance 3-4 days per week.

Qualifications

• Must reside within commuting distance of Atlanta, GA and report to office 3-4 days per week.
• BS Degree in Information Technology, Computer Science, or equivalent preferred.
• PSP Certification, a plus.
• Electronic Security Certifications: Lenel, Genetec, Avigilon, Software House, Exacq, Milestone, etc.
• IT Certifications: Networking, Microsoft, CompTIA, etc.
• 3-5 years’ experience installing and troubleshooting electronic security system software/hardware.
• Familiarity with networking fundamentals (IP, PoE, VLANs, VPNs).
• Experience with client-server applications and Windows-based platforms.

Responsibilities

• 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 Access Control, Video Surveillance, Intrusion, and Infant Protection systems.
• Triage issues with a goal of remote resolution; escalate if needed.
• Log all support interactions in the ticketing system and maintain documentation.
• Provide remote or on-site project programming support for field technicians.
• Dispatch field support teams as appropriate.
• Follow SOPs for closing out remote work orders.
• Maintain up-to-date technical documentation for client environments.

Skills

Access control

Video surveillance

Intrusion detection

Infant protection

Networking fundamentals

Remote management

Customer service

Communication

Time management

Documentation

Education

BS Degree in Information Technology, Computer Science, or equivalent

PSP Certification

Electronic Security Certifications (Lenel, Genetec, Avigilon, Software House, Exacq, Milestone)

IT Certifications (Networking, Microsoft, CompTIA)

Tools

Zendesk

Freshdesk

ServiceNow

Job description

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. This position is based in the Atlanta, GA area and requires in‑person attendance at the Atlanta office 3-4 days per week. Candidates must currently reside within a reasonable commuting distance of Atlanta, GA. Relocation assistance is not available. 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.

• EDUCATION
• BS Degree in Information Technology, Computer Science, or equivalent preferred.
• PSP Certification, a plus.
• 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.
• IT Certifications: Networking, Microsoft, CompTIA, etc.
• 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.
• 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.
• DRIVER’S LICENSE
• Must have a valid driver’s license.
• Must have a clean driving record, satisfactory to Tech Systems’ automobile insurance carrier.
• 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.