Technical Support I (Branchburg, NJ or Tampa, FL)

About the role

The Technical Support Representative I provides frontline technical support for video surveillance, intrusion detection, and access control systems, assisting customers and field technicians with installation, configuration, troubleshooting, and service-related issues. This role is responsible for diagnosing and resolving basic to intermediate system problems remotely, documenting support activities, and escalating complex issues when necessary. The representative works directly with customers to deliver exceptional service, provide system guidance, and ensure a positive support experience.

Responsibilities

• Provide first-level technical support for video surveillance, intrusion detection, and access control systems by diagnosing and resolving customer and technician issues remotely.
• Respond to inbound calls, emails, and support requests from customers, end users, and field technicians in a professional and timely manner.
• Aid with the installation, configuration, programming, and onboarding of new security systems and devices, ensuring proper functionality and customer satisfaction.
• Troubleshoot hardware, software, networking, and connectivity issues related to CCTV, access control, and intrusion systems.
• Provide clear technical guidance and step-by-step instructions to customers and field personnel to resolve issues and improve system operation.
• Document all customer interactions, troubleshooting activities, resolutions, and escalations accurately within designated support and ticketing systems.
• Escalate complex or unresolved issues to higher-level technical support teams while maintaining ownership and communication with the customer.
• Maintain a high level of customer service by building positive customer relationships, managing expectations, and ensuring quality support experience throughout the service process.

Requirements

• Working knowledge of video surveillance (CCTV), intrusion detection, and access control systems, including basic installation, configuration, and troubleshooting principles.
• Fundamental understanding of computer networking concepts, including TCP/IP, IP addressing, network connectivity, and remote access tools.
• Ability to read and interpret technical instructions, documentation, and follow step by step guides.
• Ability to troubleshoot hardware, software, and communication issues across security technology platforms and connected devices.
• Strong customer service skills with the ability to communicate technical information clearly to customers, end users, and field technicians with varying levels of technical expertise.
• Effective verbal and written communication skills, including professional phone etiquette, email correspondence, and support documentation.
• Knowledge of Microsoft Windows operating systems and common business applications used in a technical support environment.
• Strong problem-solving, analytical, and troubleshooting skills with the ability to identify root causes and determine appropriate corrective actions.
• Ability to prioritize multiple tasks, manage workload effectively, and perform in a fast-paced customer support environment while maintaining attention to detail.
• Accurate documentation of customer interactions, technical findings, and resolutions within support ticketing and case management systems.
• Demonstrated willingness to learn new technologies, security platforms, and support processes while working collaboratively as part of a technical support team.

Qualifications

• High school diploma or General Education Degree (GED).
• One year of work in the Security system industry or equivalent time as a Help Desk Level I.
• Prior experience supporting commercial electronic security systems or working in a technical support/help desk environment preferred.
• Familiarity with platforms such as Genetec, Avigilon, Lenel, Brivo, AMAG, or similar security management systems preferred.