Technical Support Specialist

Technical Support Specialist

Victor, NY

The Technical Support Specialist provides entry-level remote technical support for integrated security and life safety

systems, including video surveillance, access control, and intercom platforms. This customer-facing role supports end-users

primarily over the phone during service interruptions and assists in troubleshooting system issues. The position is designed

as a foundation for professional growth in the security technology field, offering training and exposure to more advanced

support tasks over time. The role is highly customer-facing; specialists will routinely engage end-users by phone during

urgent outage scenarios, requiring calm, confident communication and rapid situational assessment.

Essential Duties and Responsibilities

(The How)

* Provide first-line phone support to end-users experiencing system issues or outages, using clear and empathetic

communication.

* Provide first-line telephone support to end-users during real-time system outages or safety events, remaining

composed, empathetic, and solution-oriented under pressure.

* Quickly assess each customer's unique system architecture (servers, network switches, P2P wireless infrastructure,

cameras, access control panels, intrusion zones) to isolate faults and guide corrective action in plain language.

• Troubleshoot common technical problems in real time using remote access tools and structured checklists.
• Assist in identifying system faults and escalate complex issues to senior team members or engineering staff as

appropriate.

• Monitor and respond to service tickets, ensuring timely updates and communication with customers.
• Track software and firmware updates and assist with planning remote deployments.
• Maintain internal documentation by logging resolution steps and recurring issues to support continuous

improvement.

* Contribute to internal knowledge base mat