Dedicated Support Engineer
About The Position
The Dedicated Support Engineer provides technical expertise, troubleshooting, and remote system configuration for security and life safety systems. The role focuses on timely issue resolution, customer support, and system optimization, working with clients, installation teams, and project stakeholders to maintain reliable and efficient operations. The position combines office work with on-site visits to customer locations or jobsites. It involves diagnosing and resolving software, networking, SQL database, and controller issues; supporting customers and service contracts; configuring and testing equipment; and helping installation and project teams with technical guidance and documentation. IK Systems delivers integrated surveillance and security solutions to mission-critical industries. Its offerings include IP video, access control, perimeter security, WAN/LAN/Mesh connectivity, complex networks, communications, and digital signage solutions. IK Systems describes its culture as team-driven, innovative, collaborative, and supportive of work-life balance, and states that it is an equal opportunity employer.
Requirements
- A bachelor's degree in computer science, telecommunications, computer engineering, or electrical engineering, or equivalent experience.
- Valid driver's license.
- Expertise in security software, networking, SQL databases, system diagnostics, and advanced system configurations.
Nice To Haves
- A master's degree in computer science, telecommunications, computer engineering, or electrical engineering.
- Certifications or experience with Genetec, Hanwha, Axis, Bosch, Assa Abloy, Security Door Controls, Life Safety Power, and HID configuration.
Responsibilities
- Diagnose and resolve complex software, networking, SQL database, and controller issues for security and life safety systems.
- Provide first-line customer support, resolve service tickets, and ensure compliance with SLAs.
- Develop and execute service plans for contract customers, including system assessments, diagnostics, and root cause analysis.
- Maintain a deep understanding of customer environments and provide tailored technical assistance.
- Contribute to technical documentation, including software upgrade plans, release bulletins, and knowledge-based content.
- Assist with billing support for service contracts and trouble tickets.
- Perform remote configuration of advanced systems, including Plan Manager, LPR, Advanced Video Analytics, and database management.
- Develop and implement software migration and upgrade plans, assessing risks and benefits for each release.
- Pre-configure, optimize, and bench test servers, NAS units, network devices, and intrusion panels before deployment.
- Provide technical guidance to installation teams on software configuration and device enrollment.
- Collaborate with project teams on complex system documentation, including access and device configuration.
Benefits
- Retirement plan with company matching.
- Comprehensive health benefits.
- Flexible work options.
- Continuous learning and industry certification opportunities.
- Opportunities to work with cutting-edge technology.
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What This Job Offers
Job Type
Full-time
