CCTV Support Technician

Skyline Technology Solutions, LLC•Glen Burnie, MD

21h

About The Position

As a Support Technician, you will be the front-line support responsible for triaging, solving, or escalating any service-related issues for Skyline Technology Solutions' client base. You can expect to spend your time accomplishing the following: 50% of the time on Objective 1: Install/Service Support, 40% of the time on Objective 2: Customer Support, 10% of the time on Objective 3: Internal Support.

Requirements

Experience in CCTV systems 3+ years
Experience in Access Control systems 3+ years
High School Diploma/GED
Proficient in Microsoft Outlook, Excel, Word, and Visio
Verbal/Written Communication
Customer Service Skills
Certifications: Genetec, ONSSI, Identicard, Milestone, Feenics
Extensive knowledge of all VMS and Access Control Software that Skyline uses
Networking knowledge: Network layout, Port Forwarding, Firewalls, VPN, VLANs, Subnets

Responsibilities

Troubleshoot and fix CCTV Camera Solutions and Access Control Systems.
Support Installation Projects
Pulling cameras into systems
Troubleshooting camera issues remotely
VMS and Access Control Support (as needed)
Assist in the lab to configure cameras and program VMS/Access Control software (as needed)
Service Support
Support field service technicians
Work with vendor/manufacturer support to resolve issues.
Create/edit access groups in Genetec.
Perform Genetec system software upgrades.
If not available, can assign help from other support techs or lab tech.
Schedule service techs and can change the schedule if needed.
Ensure SOAR board is updated.
Update project SPEC sheet as needed.
Respond to all tickets that come in throughout the day.
Resolve any tickets that can be done remotely.
Assign tickets to service technicians that will require site visits.
Create badges in Genetec for Skyline employees
Update High5 with appropriate comments and billing information
Perform system upgrades.
Ensure customer follow-ups are completed in a timely fashion.