Security Systems Engineer – Remote Support

Job Summary

BCM Controls is seeking a Security Systems Engineer – Remote Support to provide advanced technical support, troubleshooting, configuration, maintenance, and consultation for electronic security systems. This role supports both customers and internal teams across access control, video surveillance, intrusion detection, intercom, visitor management, and integrated security platforms.

Responsibilities

• Provide remote technical support to customers and field technicians by phone, email, remote desktop, and VPD.
• Diagnose and resolve hardware, software, network, and system integration issues.
• Perform root cause analysis and document findings, corrective actions, and resolutions.
• Complete system health checks, upgrades, firmware updates, and preventive maintenance reviews.
• Configure users, permissions, schedules, alerts, reports, and system integrations.
• Serve as a trusted technical resource for customers, field technicians, project managers, and internal teams.
• Create detailed service notes, troubleshooting records, and resolution documentation.
• Support system commissioning, maintenance, upgrades, training, and project support as needed.
• Participate in an on-call support rotation and emergency response activities as required.

Qualifications

• 3–5 years of experience supporting electronic security systems.
• Strong knowledge of access control, video surveillance, and intrusion systems.
• Understanding of Windows Server environments and TCP/IP networking.
• Ability to troubleshoot hardware, software, network, and integration issues.
• Strong communication, documentation, and customer service skills.
• Ability to manage multiple priorities and work independently.
• Strong attention to detail and follow-through.

Preferred Experience

• Enterprise security platform experience.
• SQL database knowledge.
• VMware or Hyper-V experience.
• Security manufacturer certifications.
• Cloud-hosted security application support experience.
• Experience supporting field technicians or customers in a service environment.