Security Alarm Tech Support - Sun-Thurs - Access Control, CCTV, Intrusion - Remote

About the role

The Security Technical Support (STS) - Level 2 role is a critical position within the Customer Support organization, focused on operational lifecycle support for deployed security solutions and accountable delivering service success outcomes. This role drives efficient, customer‑focused service execution across complex security environments. STS L2 Agents serve as a technical escalation point for advanced and complex issues, providing expert‑level analysis, diagnosis, and resolution. They partner closely with field technicians, internal teams, and external stakeholders to drive timely issue resolution, maintain clear and disciplined communication, and sustain high service performance across deployed security environments. Operating within the Service Success Model, this role emphasizes proactive execution by identifying risks early, validating technical assumptions, and reinforcing correct execution in the field. Through targeted guidance, root cause analysis, and continuous improvement of processes and documentation, STS L2 Agents strengthen field readiness, reduce repeat issues and retrips, and minimize reliance on real‑time support without sacrificing service quality. Functional Focus The Security Technical Support (STS) - Level 2 role is primarily responsible for driving first‑time resolution through the execution of critical technical processes, including fault isolation, remote resolution, service restoration, and root cause analysis. The role ensures technicians are set up for success through accurate diagnosis, correct parts selection, and clearly defined scopes of work supported by applicable documentation. STS L2 Agents provide advanced technical support and deliver real‑time troubleshooting assistance via chat, phone, and email. The role continuously evaluates support demand across the Service Request lifecycle to identify trends, differentiate true technical escalations from execution or process gaps, and address recurring issues through sustainable corrective actions. Through coaching and reinforcement of service standards, STS L2 Agents drive first‑time resolution, technician independence, and scalable service success. This role is responsible for providing comprehensive support for a wide range of Asset Protection services. The ideal candidate will possess a strong technical background across all supported solution offerings, which include, but are not limited to: Access Control, Business Intelligence solutions, CCTV/VMS (IP and analog), Intrusion and Fire Alarm systems, and Two-Way Audio technologies.

Responsibilities

• Demonstrate sustained effectiveness and high performance within a fast‑paced, dynamic environment while resolving complex, time‑critical service needs.
• Own technician success by delivering accurate diagnostics, correct parts selection, and clearly defined, executable scopes of work supported by complete, relevant documentation.
• Assess and prioritize Service Requests (SRs) based on severity, customer impact, business priorities, and established organizational policies.
• Drive SLA compliance by analyzing service outliers, executing root cause analysis, and delivering targeted corrective and preventative actions, and when appropriate, engaging cross‑functional teams to accelerate fault isolation, diagnosis, and resolution.
• Evaluate and validate STS L1 escalations and assume full ownership through resolution. Collaborate with STS L1 and L2 leadership to identify and remediate process, coaching, or training deficiencies tied to invalid escalations.
• Provide advanced technical support and troubleshooting guidance to field technicians by chat and phone.
• Take ownership of technical inquiries from field technicians, internal teams, site personnel, leadership, and peers by responding promptly and driving accurate and timely resolution.
• Use concise, professional verbal and written communication to ensure technical details are documented understood correctly.
• Collaborate effectively with a broad range of internal and external stakeholders, including field teams, operations, support, management, technical partners, and customers.
• Maintain technical proficiency with demonstrated working knowledge of security system fundamentals, including supported platforms, system architectures, devices, configurations, and integrations.
• Maintain schedule flexibility, including availability for weekend and after‑hours support, to meet operational requirements.
• Schedule: Sunday & Monday: 11:00 AM - 8:00 PM; Tuesday-Thursday: 10:30 AM - 7:30 PM; Friday & Saturday off
• Core Competencies
• Demonstrates

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Company Intel

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