Service Support Analyst

Envera Systems • Bradenton, FL

1d • $19 - $21 • Onsite

About The Position

The Service Support Analyst is a technically skilled frontline support role responsible for diagnosing and resolving service issues across our product ecosystem, including gate systems, IP cameras, access control devices, DVR/NVR platforms, and alarm systems. Analysts perform remote troubleshooting on all products and devices, execute access-control updates, retrieve video for incident investigations, and proactively monitor system health to identify break/fix issues before they escalate.

Requirements

• High School diploma or equivalent required; technical coursework or certifications preferred.
• 2–3 years of technical support, monitoring, or security-system experience working with CCTV, access control, intrusion alarms, or IP-based devices.
• Working knowledge of network fundamentals (IP addressing, device reachability, VPN/ISP connectivity, PoE concepts, routers/switches) as applied to security hardware.
• Proficiency using ticketing systems (Salesforce preferred) for documenting work, updating cases, and managing workflow.
• Excellent written and verbal communication skills, with the ability to translate technical findings into clear explanations for non-technical customers.
• Proven ability to work independently in a high-volume environment while maintaining accuracy and attention to detail.
• Strong interpersonal skills and professionalism, including emotional control during high-pressure situations.

Nice To Haves

• Experience with CCTV video retrieval, timestamp-based searches, exporting footage, and preparing evidence packages preferred.
• Hands-on experience with access control platforms including credential activation, schedule configuration, entry point assignments, and troubleshooting failed access events preferred.

Responsibilities

• Perform remote troubleshooting on IP-based devices (gates, DVR/NVRs, cameras, access control controllers), including connectivity checks, power/PoE verification, device status validation, and basic configuration review.
• Respond to requests for access-control changes, including activating/deactivating credentials, updating access schedules, and troubleshooting card/fob failures.
• Execute proactive system health checks, identifying offline devices, network communication issues, or failed hardware across cameras, gates, alarms, and access control systems.
• Review ISP or connectivity outages and engage third-party vendors with detailed diagnostic findings.
• Assess break/fix issues reported by other departments and determine whether resolution can be completed remotely or requires escalation (Field Support, Engineering, IT, etc.).
• Conduct internal system audits to validate device performance, data accuracy, credential integrity, and compliance with departmental standards.
• Manage inbound casework through email, phone, and Salesforce, ensuring accurate documentation, clear communication, and timely case updates.
• Provide clear and professional communication to communities regarding findings, timelines, required actions, and next steps.
• Perform additional duties as assigned by the supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED