Security Customer Technical Support Representative

In this onsite role, you will provide coordination, maintenance, and technical support for corporate electronic security systems across alarm, video, and card access.

Responsibilities

• Coordinate and provide maintenance support for bank security and other physical security equipment
• Provide technical support and diagnostics for complex alarm, digital video, and card access systems
• Program, maintain, and update information for Corporate Security electronic security systems
• Initiate service calls for repairs related to video, alarm, and card access systems
• Remotely program maintenance and repairs for vendors while service is being conducted
• Identify potential issues or concerns within electronic security systems and escalate unresolved risk items as needed
• Collaborate with vendors to help keep the electronic security program well maintained and fully functional
• Maintain positive working relationships with peers, managers, clients, integrators, vendors, tenants, and other partners

Requirements

• 3+ years of technical system support experience
• Experience with video intrusion, alarm, and access control management systems
• Ability to evaluate possible solutions using experience, judgment, and precedents with moderate supervision
• Ability to resolve issues quickly or escalate appropriately when needed
• Strong verbal and written communication skills, including explaining complex information clearly
• Strong organizational, project, and time management skills
• Demonstrated ability to learn multiple software applications and maintain advanced proficiency with Microsoft Office products
• Where legally permissible, be fully vaccinated against COVID-19 by the start date, unless you have a valid medical condition or sincerely held religious belief that precludes vaccination

Technologies

• Microsoft Office
• Microsoft Excel

Benefits

• Competitive hourly pay: USD 20–27 per hour
• 15 days of vacation in the first year
• Comprehensive benefits package including 401K
• Medical, dental, and vision care available from day one
• On-the-job and cross-training opportunities
• Employee discount program
• Zero Harm safety policy

Nice to Have

• Professional certification in the security industry (example: ASIS Physical Security Professional or similar)
• CPTED (Crime Prevention Through Environmental Design) training
• Advanced Microsoft Excel experience, including working with large datasets
• Experience with Pacom-gms and emcs/dmp remote link
• Experience with Verint Vid Center and Op Center
• Experience with March Networks Admin Console and Investigator
• Experience with Honeywell ProWatch or Bosch RPS
• Experience with IBM Tririga for service calls
• Experience with ticketing management systems
• Experience with normal office suite and Mastermind

How you will do it

• Take ownership of support activities with safety, integrity, and accountability; escalate issues quickly when a risk cannot be resolved independently
• Use diagnostics, remote programming, and vendor coordination to help keep systems operating effectively
• Apply practical judgment with clear communication and consistent follow-through to resolve problems and keep stakeholders informed
• Identify small, continuous improvements in system support, documentation, and service response over time
• Work as one team across internal partners and external vendors through responsiveness and collaborative problem-solving

Location: Charlotte, NC (onsite)