Service Technical Support Specialist

Service Technical Support SpecialistJob LocationsUS-MD-BethesdaRequisition ID2026-17709CategoryCustomer Service/Support Overview The Service Technical Support Specialist is responsible for remotely reviewing, diagnosing, troubleshooting, and supporting technical issues involving customer systems before and during field service. This role attempts to resolve issues remotely when appropriate, determines when field service is required, supports technicians during service visits, documents technical findings, and helps ensure service tickets contain accurate technical evidence. The role supports access control, CCTV/video, burglar alarm, fire alarm monitoring, elevator phone monitoring, network/headend communication, system diagnostics, device health, and customer support workflows. Schedule is Monday - Friday, 8 am - 4 pm. Applicants must be willing to submit to a drug screening and criminal background check.

EOE/M/F/V/D-DCJS

#11-2294

Location:

Bethesda, MDTravel:

NoSalary Range:

$23.00-$25.00/hour Responsibilities Incident Review and Remote TriageReview client-reported issues and diagnostic monitoring alerts to determine the affected system, device, site, account, or service.

Perform remote triage before dispatch w practical, including system status review, communication checks, event history review, device status review, programming review, credential/user review, signal history review, and customer verification.

Determine whether the issue can be resolved remotely, requires customer action, requires further investigation, or must be converted into a service request created by Technical Support.

Document all triage steps, findings, test results, and disposition decisions in the incident or ticket record.

Remote Technical ResolutionResolve eligible issues remotely, including programming corrections, account updates, user/credential corrections, device communication review, approved system resets, software/service checks, alarm signal review, and configuration adjustments.

Confirm resolution through system evidence, customer confirmation, event logs, signal tests, diagnostic recovery, or monitoring confirmation.

Close incidents only when required evidence and customer communication are complete.

Identify recurring or systemic issues that may require corrective action or engineering review.

Field Technician SupportProvide technical guidance to field technicians before or during service calls.

Review prior incident notes, equipment history, system configuration, communication paths, customer account data, and troubleshooting recommendations.

Assist technicians with testing, configuration, signal verification, video/access review, monitoring setup, communicator troubleshooting, DoorKing telephone-line troubleshooting, and escalation decisions.

Receive tickets back from technicians when remote account changes, monitoring platform updates, programming changes, or additional technical review is required.

Monitoring and Communication Path SupportSupport ...For full information see follow application link. Datawatch Systems is an equal opportunity employer and complies with all applicable federal, state and local fair employment practices laws. It is the policy of Datawatch Systems to strictly prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender, gender identity, age, national origin, disability, citizenship, past, current or prospective military service, protected veteran status or any protected class recognized by applicable federal, state or local law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits and termination from employment. E/O/E/M/F/D/V