Service Support Technician

About the role

Digi Security Systems is an industry leader in the design, installation and support of custom video surveillance, electronic access control, and intrusion detection solutions for public and private partners. The Remote Support Technician is responsible for receiving, reviewing, documenting and resolving remote support service calls, ensuring 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 position can be based at any Digi office, with daily commuting expected.

Responsibilities

• Receive, review, and triage incoming service tickets to determine issue nature and priority.
• Diagnose and resolve technical issues remotely for security systems, including surveillance, access control, and alarms.
• 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 when remote resolution is not possible.
• Ensure Service Level Agreements (SLAs) 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.
• 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.
• 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.

Requirements

• 3–5 years of experience in the low‑voltage security industry.
• 1–3 years of experience in remote troubleshooting and problem solving.
• Knowledge of networking and connectivity principles.
• Multiple years of direct experience configuring software and systems for IP network security solutions.
• Exceptional communication, administrative, and organizational skills.
• Preference for candidates with additional service, programming, and troubleshooting experience.
• Ability to commute to the office daily.

Skills

• Strong knowledge of low‑voltage security systems, including CCTV, access control, and alarms.
• Strong knowledge of networking and remote‑support connection methods.
• Proficiency in ticketing systems and remote‑troubleshooting tools.
• Excellent problem‑solving, communication, and customer service abilities.
• Strong organizational skills with a focus on documentation and process improvement.

Benefits

• 30 hours PTO plus 2 weeks' vacation accrual rate.
• 9 company‑wide paid holidays throughout the year.
• 401(k) plan with corporate matching structure.
• Full health benefits – medical, dental, and vision.
• Included life insurance, with additional coverage available for purchase.
• Accident/critical illness insurance available for purchase.
• Required training/licensing paid for by the company.
• Voluntary professional development opportunities.

Pay

Starting pay for this position is negotiable depending on experience.

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.