Service Support Technician

GardaWorld • Addison, TX

6d • Onsite

About The Position

The Service Support Technician I is a customer-facing technical support role and the first point of contact for technicians and clients. The technician troubleshoots network video recorders, cameras, audio devices, and basic networking issues, and provides a calm, professional customer experience. The role owns issues from intake through resolution, works closely with internal teams, and escalates issues when appropriate. Comprehensive training is provided, with opportunities for career growth in a fast-paced technical environment.

The position is on-site in Addison, Texas. The schedule operates within 7 a.m.–7 p.m. CST, with a 9 a.m.–6 p.m. or 10 a.m.–7 p.m. shift. Flexibility is required to work nights, weekends, and holidays as needed; overtime may also be required based on business needs.

Requirements

• Authorized to work in the United States.
• Able to pass an extensive screening process.
• High school degree or GED required.
• At least 1–2 years of work experience in a technology role, preferably with basic technical support experience.
• Strong technical troubleshooting fundamentals, customer communication and professionalism, issue ownership and follow-through, time management and remote work discipline, and collaboration and escalation judgment.

Nice To Haves

• Associate’s degree in Information Technology, Computer, Engineering, or Business.
• Professional technology certifications such as Microsoft, ITIL, CompTIA, or Cisco.
• Experience with CCTV, IP cameras, VMS systems, and network appliances.
• Knowledge of monitoring systems such as Zabbix or Prometheus.
• Familiarity with remote troubleshooting tools such as VNC, TeamViewer, or 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.
• Own calls and tickets, ensuring timely resolutions and ongoing communication about issues.
• Comply with corporate and departmental policies and procedures.
• Assist the Project Management team in setting up new monitoring accounts.
• Troubleshoot basic IP cameras, networking issues, and audio units.
• Escalate issues to higher-tier specialists or field service dispatch when necessary.
• Provide field technicians with guidance by phone.
• Collaborate with customers and third-party personnel to resolve internal network issues.
• Participate in special projects and perform additional duties as required.
• Work closely with the team on daily tasks and remain in communication via voice chat.
• Manage time efficiently, organize and prioritize tasks, and demonstrate ownership in a remote professional arrangement.
• Maintain confidentiality and show understanding and empathy toward clients.
• Use active listening, probing and troubleshooting questions, and creative problem-solving to seek first-contact resolution.
• Demonstrate strong writing, interpersonal, and communication skills.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) with employer matching contributions
• Paid time off (PTO)
• Paid holidays
• Disability coverage
• Life insurance options
• Career growth opportunities

What This Job Offers

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