Service Support Technician

GardaWorld • Addison, TX

5d • Onsite

About The Position

The Service Support Technician I provides customer-facing technical support to technicians and clients, helping maintain security and monitoring systems. The role is the first point of contact for troubleshooting network video recorders, cameras, audio devices, and basic networking issues, and takes ownership of service requests from intake through resolution. The technician collaborates with internal teams, provides guidance to field technicians, and escalates issues when needed. Comprehensive training is provided. The position is based onsite in Addison, Texas, with a set schedule of 7 a.m.–7 p.m. CST; shifts are either 9 a.m.–6 p.m. or 10 a.m.–7 p.m. Availability to work nights, weekends, and holidays may be needed, and overtime may be required based on business needs.

ECAM provides security technology and remote surveillance solutions for construction sites, commercial properties, and critical infrastructure. Its services include mobile surveillance units, AI-driven monitoring, and professional guard services.

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; basic technical support experience is preferred.
• Excellent writing, interpersonal, and communication skills.

Nice To Haves

• Associate 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.
• Troubleshoot issues by asking clarifying questions, following diagnostic steps, and identifying root causes.
• Own calls and tickets through resolution, providing timely updates and ongoing communication.
• Follow corporate and departmental policies and procedures.
• Assist the Project Management team with 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 phone-based guidance to field technicians.
• Collaborate with customer and third-party personnel to resolve internal network issues.
• Participate in special projects and perform additional duties as required.
• Coordinate daily tasks with a team and remain in communication via voice chat.
• Manage time, 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 questions, and creative problem-solving to support first-contact resolution.
• Communicate effectively in writing and in interpersonal interactions.

Benefits

• Medical, dental, and vision insurance plans.
• 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