Technical Support Specialist - Security Systems

This is remote technical support for a company that installs and maintains security systems - alarm panels, cameras, DVR and NVR recorders, and access control. Customers call when something has stopped working, and your job is to work out why without being able to touch anything yourself. That is the whole shape of the role: you ask the right questions, you listen to what the person on the other end reports back, and you narrow it down from there. Sometimes it is a network or connectivity problem affecting an IP camera. Sometimes it is a panel that needs reprogramming. Sometimes it is a genuinely faulty device and the right answer is to stop and send a technician. You will guide customers through resolution steps by phone, email and remote access, document every issue and fix in the ticketing system, help with system configuration and programming, and coordinate with field technicians when a site visit is needed. The customers are mostly not technical, so the ability to explain what is happening in plain language matters as much as the diagnosis itself.

What you’ll do
Provide remote technical support to customers with alarm systems, cameras and access control
Troubleshoot system faults by phone, email and remote access
Guide customers through resolution steps over the phone
Diagnose network and connectivity issues affecting IP cameras and devices
Document issues and resolutions in the ticketing system
Escalate complex issues and coordinate with field technicians when an on-site visit is needed
Assist with system configuration and programming
Follow up with customers to confirm the issue is resolved

What we’re looking for
Technical support experience with security systems, alarms or low-voltage systems
Knowledge of alarm panels, cameras and DVR or NVR systems
Understanding of network configuration for IP cameras and devices
Remote troubleshooting and diagnostics
Ability to guide customers through technical steps by phone
Ticketing system experience
Excellent verbal and written English communication
Ability to explain technical concepts to non-technical customers
Strong problem-solving skills
Comfortable working alongside field technicians
Able to work independently

Nice to have
Experience with Honeywell, Bosch, Hikvision, Dahua or similar systems