Support Jobs in Emmaus, PA

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Technical Support Specialist

TWG Security Emmaus, PA

Emmaus, PA

Today

$20 - $25/hr Full time Customer Support Field It Support Help Desk Support

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Job Description

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)

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