Technical Support Specialist

TWG Security is hiring a Technical Support Specialist to deliver first-line technical support for enterprise physical security systems from Emmaus, PA (onsite).

Responsibilities

• Respond to inbound technical support requests as the primary contact after ticket submission, delivering first-line troubleshooting and ensuring timely acknowledgment with clear resolution expectations
• Triage and route incoming service tickets to the right technical resources using skill set, location, and urgency
• Schedule and dispatch field technicians for on-site appointments, coordinating with customers to confirm availability and access
• Troubleshoot, diagnose, and resolve hardware, software, and network/system problems, including commercial access control, IP CCTV, wireless network, and intrusion detection systems
• Configure and install network devices and services such as routers, switches, firewalls, load balancers, VPN, and QoS
• Monitor network performance and system resources; perform maintenance, upgrades (service packs, patches, hot fixes, security configurations), disaster recovery operations, and data backups to support availability, reliability, and capacity
• Support technicians, project managers, and post-sales engineering with issue resolution and redesigns as needed
• Maintain accurate configuration management documentation for client sites and ensure service communication and documentation stay complete and correct
• Build client relationships into long-term partnerships and contribute to a positive team culture
• Complete internal projects and perform other duties assigned by company management

Requirements

• 3+ years of IT technical experience
• IP networking fundamentals (TCP/IP), switching, firewalls, Microsoft and Linux platforms, storage arrays/SAN-NAS technologies, wireless infrastructure
• Experience with network types including LAN, WAN, WLAN, and VoIP
• Knowledge of networking protocols and concepts such as IPSEC, HSRP, BGP, OSPF, 802.11, QoS, and the OSI/TCP-IP model
• Strong understanding of network infrastructure and hardware with troubleshooting ability for wireless access points, firewalls, routers, switches, and controllers
• Hands-on experience using monitoring, diagnostic, and analytics tools
• Ability to create, read, and interpret network diagrams, wiring schematics, and blueprints for communication system planning and documentation
• Capability to analyze problems and visualize solutions using strong analytical, mechanical, and problem-solving skills
• Self-directed learning for new technologies via research, continuing education, and professional development (e.g., conferences, industry publications)
• Ability to work independently or collaboratively, with comfort communicating with staff inside and outside the organization
• Excellent verbal and written communication, organization, and multi-tasking in a fast-paced environment
• Preferred: Prior IT, security, or systems support experience, including network administration or Access Control & CCTV in commercial environments

Technologies

• TCP/IP, IPSEC, HSRP, BGP, OSPF, 802.11, QoS, OSI/TCP-IP model
• Microsoft, Linux
• SAN-NAS technologies
• LAN, WAN, WLAN, VoIP
• Routers, switches, firewalls, load balancers, VPN
• Wireless access points, wireless network, wireless infrastructure
• Commercial access control, IP CCTV, intrusion detection systems
• Service packs, patches, hot fixes
• Disaster recovery operations, data backups

Benefits

• Company 401k with a 100% match on the first 6% of contributions
• Medical, Dental & Vision Benefits
• Flexible vacation / paid time off (subject to company policy)
• Salary increases based on job performance, ability to handle increasing responsibility, completion of relevant manufacturer certifications, and overall company performance
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Environment & Physical Demands

• Regular and timely attendance
• Full-time position with standard working hours
• Must be able to stand or sit for long periods of time (up to 4 hours)
• Comfortable using computers, tablets, and mobile applications as part of daily workflow
• Must pass initial and random substance abuse tests and background checks

Location & Work Type

• Work location: In person
• Ability to commute: Emmaus, PA 18049 (Required)
• Local candidates: Lehigh Valley, PA only (No 3 party applications)

Salary: USD 20 - 25 per hour

Experience: 3+ years

Location: Emmaus, PA (onsite)