Technical Support Specialist

About the role

The Security Service Agent provides remote technical support and customer service for electronic security systems, including burglar alarms, CCTV, access control, and other low‑voltage technologies. Working in a call‑center environment, this role serves as the primary customer contact for troubleshooting, diagnostics, system programming, and incident resolution. The agent handles inbound service requests, performs remote maintenance, supports escalations, and ensures high-quality documentation and communication. The position also contributes to continuous improvement efforts, assists with onboarding and mentoring teammates, and collaborates with supervisors to maintain service-level commitments.

Responsibilities

• Responding to support calls, maintenance requests, and after‑hours emergencies
• Diagnosing and resolving hardware/software issues across security platforms
• Performing remote system testing, configuration updates, and preventative maintenance
• Programming and supporting CCTV, and networked security devices
• Reading and interpreting wiring diagrams, schematics, and system documentation
• Documenting all service work and participating in performance and workflow improvements
• Supporting team operations through mentoring, escalation handling, and SLA compliance

Qualifications

• High school diploma required; technical certification preferred
• 5–7 years of experience in electronic security system support or field service
• Hands‑on experience with platforms such as Avigilon, Honeywell, Bosch, and similar systems
• Previous experience in low-voltage installation, diagnostics, and repair
• Strong customer service and communication abilities
• Advanced troubleshooting skills in CCTV, access control, intrusion systems, and networking
• Ability to read technical diagrams and understand CAD-based designs
• Strong organizational, analytical, and documentation skills
• Ability to manage multiple tasks independently in a fast-paced environment

Additional Skills & Qualifications

• Technical support, customer service, troubleshooting, CCTV, security system, service desk, hardware, desktop, help desk support, support, Windows 10, Active directory, application support, phone support, Windows, Office 365

Work Environment

On-site. 5 days a week. This is a fully onsite position in Buffalo Grove, IL. This is a Contract to Hire position.

Pay

The pay range for this position is $20.00 - $25.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available; Life Insurance (Voluntary Life & AD&D for the employee and dependents); Short and long-term disability; Health Spending Account (HSA); Transportation benefits; Employee Assistance Program; Time Off/Leave (PTO, Vacation or Sick Leave).