Senior Technical Support Representative-Access Control
About The Position
We are seeking a highly motivated and customer-focused Senior Technical Support Representative-Access Control to join our team at iTech Digital, a leading provider of security solutions. In this role, you will be the primary point of contact for troubleshooting and resolving technical issues related to our access control and intrusion alarm solutions. You will play a pivotal role in assisting customers with installation, configuration, maintenance, and troubleshooting, ensuring that they receive the highest level of service and support. Your technical expertise and customer service skills will directly impact the customer experience and help maintain our reputation for excellence. If you are passionate about providing exceptional technical support and want to make a difference in the security industry, we encourage you to apply!
Requirements
- 5+ years of experience in technical support or IT support, with a focus on access control systems (e.g., card readers, biometric scanners, controllers, and door hardware).
- Strong understanding of network infrastructure, including TCP/IP, DHCP, DNS, and VPNs, as they relate to access control systems.
- Hands-on experience with popular access control platforms (e.g., Avigilon, Lenel, Bosch, PDK, infinias, Alarm.com, or similar).
- Excellent problem-solving skills with a proven ability to troubleshoot complex technical issues.
- Strong customer service orientation, with a patient, professional, and empathetic demeanor.
- Experience with remote troubleshooting tools and support ticket systems.
Nice To Haves
- Knowledge of physical security best practices and standards (e.g., OSHA, UL, ANSI) is a plus.
- Certification or formal training in security systems, networking, or related fields is preferred.
Responsibilities
- Provide remote expert-level technical support to customers via phone, email, and remote sessions, specializing in access control and alarm systems.
- Diagnose and troubleshoot complex technical issues related to hardware and software, including access panels, door readers, controllers, and software integrations.
- Collaborate with the engineering team to resolve escalated technical issues and identify potential product improvements.
- Offer solutions for system configuration, network setup, and integration with other security systems.
- Provide guidance on best practices for system deployment, security protocols, and system upgrades.
- Maintain detailed records of support interactions in the CRM system, ensuring accurate tracking of customer issues and solutions.
- Assist in the creation of troubleshooting documentation, knowledge base articles, and training resources for customers and internal teams.
- Stay current on industry trends, new products, and software releases to ensure up-to-date support and guidance.
Benefits
- Competitive salary and benefits package.
- Monthly performance bonus eligibility.
- Cell phone reimbursement.
- Competitive PTO.
- 401K with matching employer contribution.
- 8 paid company holidays.
- Ongoing training and growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
