ResponsibilitiesCustomer Support
Deliver timely and professional support through service requests and ticket management.
Troubleshoot and resolve technical issues remotely and onsite, including hardware-related concerns.Technical Services
Provide onsite support for customer environments including servers, workstations, networking equipment, and integrated systems.
Utilize ticketing platforms to document, track, and close service requests.
Maintain accurate documentation and ensure service expectations are met.Service & Maintenance
Perform preventative maintenance and recurring service activities.
○ Routine system checks and equipment maintenance
Execute break-fix support including:
○ Camera replacements
○ Access control components (readers, locks, intercoms, gates)
○ Low-voltage and structured cabling troubleshooting
Follow established operational procedures and service workflows.Project Support
Assist with project execution onsite and remotely.
   ○ Equipment staging and preparation
○ Basic system setup, labeling, and organization
Review project documentation and scope requirements.
Interpret construction drawings and installation plans.
Coordinate with subcontractors, contractors, and vendors to support successful delivery.
Serve as a point of contact for installation coordination and field communication.
Conduct routine site visits and identify scope changes as needed.
Support projects across commercial and premium residential environments.Communication & Operations
Provide consistent communication and updates to customers.
Escalate and resolve complex issues while minimizing operational risk.
Contribute to root cause analysis and process improvements.
Submit required reporting and administrative documentation.Team Collaboration
Participate in on-call rotation as required.
Collaborate across technical and operational teams.
Identify opportunities for process improvement and operational efficiency.
Support additional initiatives as business needs evolve.Professional Development
Stay current with emerging technologies, certifications, and industry best practices.
