Technical Specialist

Key Responsibilities

• Serve as the primary onsite point of contact for all security system-related issues
• Diagnose and troubleshoot issues across multiple systems, including: o Card readers o Access control panels o Turnstiles o CCTV cameras o Intercom systems o Other integrated security devices
• Perform basic repairs and preventative maintenance, including: o Hardware adjustments o System resets o Support for firmware updates and upgrades (execution led by Systems/Tech team)
• Monitor and review incoming service tickets
• Assess issues and determine whether they can be resolved onsite or require escalation
• Escalate complex or unresolved issues to appropriate internal teams or vendors
• Track issues through to full resolution, ensuring closure and documentation
• Maintain accurate service logs, including actions taken and outcomes Performance Metrics
• Response time to service requests
• Time to resolution
• Frequency of recurring device failures
• Ticket volume, backlog, and status tracking Deliverables
• Completed and closed service tickets
• Detailed service logs
• Regular performance reports
• Issue trend and root cause summaries Service Expectations
• Provide onsite support during assigned working hours
• Maintain clear and timely communication with stakeholders
• Escalate unresolved issues promptly
• Minimize operational disruption during maintenance and repairs Qualifications & Skills
• Experience with physical security systems (access control, CCTV, intercoms, etc.)
• Strong troubleshooting and diagnostic skills
• Basic understanding of networking and system integrations
• Ability to perform minor hardware repairs and maintenance
• Strong organizational and documentation skills
• Effective communication and coordination abilities Assumptions
• Access to required systems, tools, and physical locations will be provided
• Necessary tools and spare parts are available onsite
• Vendor and advanced technical support is available for escalations With over 80 years of protecting the things that matter, we've seen more than most.

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