Dedicated Support Engineer

IK Systems • Victor, NY

9d • Hybrid

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 visits to customer locations and job sites. It involves diagnosing software, networking, SQL database, and controller issues; supporting customers and service contracts; configuring and optimizing advanced systems; and assisting installation and project teams with technical guidance and documentation.

Requirements

• BA degree in computer science, telecommunications, computer engineering, 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

• MA 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 knowledge 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 certifications.
• Opportunities to work with cutting-edge technology.
• Team-driven culture emphasizing innovation, collaboration, and work-life balance.

What This Job Offers

• Job Type: Full-time