Remote Service Technician

GardaWorld•Addison, TX

6d•Remote

About The Position

The Remote Services Technician I plays a critical role in keeping our security and monitoring systems running smoothly. In this customer-facing, technical support position, you’ll serve as the first point of contact for technicians and clients—troubleshooting network video recorders, cameras, audio devices, and basic networking issues while delivering a calm, professional experience. You’ll take ownership of issues from intake through resolution, collaborate closely with internal teams, and escalate thoughtfully when needed. This role is ideal for someone who enjoys problem-solving, communicating clearly under pressure, and working as part of a highly connected remote team. Comprehensive training is provided, setting you up for success and long-term growth in a fast-paced technical environment.

Requirements

Authorized to work in the United States
Able to pass an extensive screening process
High School Degree or GED required.
Minimum of 1-2 years of working experience in a technology role, preferably with basic technical support experience.
Technical Troubleshooting Fundamentals
Customer Communication & Professionalism
Issue Ownership & Follow-Through
Time Management & Remote Work Discipline
Collaboration & Escalation
Judgment

Nice To Haves

Graduates of a Associate’s Degree in Information Technology, Computer, Engineering, or Business.
Professional Technology Certifications (Microsoft, ITIL, CompTIA, Cisco, etc.) are highly desirable.
Experience in CCTV with IP Cameras, VMS Systems, and network appliances is beneficial.
Knowledge of monitoring systems such as Zabbix, Prometheus, etc.
Familiarity with Remote Troubleshooting tools (VNC, TeamViewer, Splashtop).
Experience with a ticketing system

Responsibilities

Answer, process, and document incoming calls from technicians and customers.
Execute troubleshooting steps, ask clarifying questions, and identify root causes of concerns.
Maintain effective call/ticket ownership, ensuring timely resolutions and ongoing communication on issues.
Comply with corporate and departmental policies and procedures.
Assist the Project Management team in setting up new accounts for monitoring.
Address more straightforward technical problems, including troubleshooting basic IP cameras, networking issues, and audio units.
Escalate issues to higher-tier specialists or field service dispatch when necessary.
Provide guidance to field technicians over the phone.
Collaborate with customer/3rd party personnel to resolve internal network issues.
Participate in special projects and perform additional duties as required.
Work closely with a team for daily tasks, remaining constantly in communication via voice chat.
Manage time efficiently, organize and prioritize tasks, and demonstrate ownership in a remote professional arrangement.
Maintain confidentiality and express understanding/empathy toward clients and their situations.
Utilize active listening skills, probing and troubleshooting questions, and creative problem-solving for first-contact resolution.
Demonstrate excellent writing, interpersonal, and communication skills.
Perform other duties as required.