Technical Specialist
Securitas Security Services USA, Inc. · Redwood City, CA · 2 wk ago
On-siteInformation TechnologyFull-time
Responsibilities
Serve as the primary onsite point of contact for all security system-related issues.
- Diagnose and troubleshoot issues across multiple systems, including: Card readers, Access control panels, Turnstiles, CCTV cameras, Intercom systems, Other integrated security devices
- Perform basic repairs and preventative maintenance, including: Hardware adjustments, System resets, Support for firmware updates and upgrades (execution led by Systems/Tech team)
- Monitor and review incoming service tickets
- Assess issues and determine whether they can be resolved onsite or require escalation
- Escalate complex or unresolved issues to appropriate internal teams or vendors
- Track issues through to full resolution, ensuring closure and documentation
- Maintain accurate service logs, including actions taken and outcomes
Performance Metrics
- Response time to service requests
- Time to resolution
- Frequency of recurring device failures
- Ticket volume, backlog, and status tracking
Deliverables
- Completed and closed service tickets
- Detailed service logs
- Regular performance reports
- Issue trend and root cause summaries
Service Expectations
- Provide onsite support during assigned working hours
- Maintain clear and timely communication with stakeholders
- Escalate unresolved issues promptly
- Minimize operational disruption during maintenance and repairs
Qualifications & Skills
- Experience with physical security systems (access control, CCTV, intercoms, etc.)
- Strong troubleshooting and diagnostic skills
- Basic understanding of networking and system integrations
- Ability to perform minor hardware repairs and maintenance
- Strong organizational and documentation skills
- Effective communication and coordination abilities