Systems Support Specialist 1

Hirsch•Santa Ana, CA

2d•Onsite

About The Position

ProTech by Hirsch is a leader in perimeter intrusion detection systems (PIDS). The Systems Support Specialist I provides frontline technical support across Protech product lines, ensuring reliable system performance, customer satisfaction, and proper escalation of complex technical issues. This is a full-time onsite role based in either Santa Ana, CA or Reno, NV.

Requirements

Associate degree in IT, Electronics, or related field (or equivalent experience)
0–2 years of technical support or help desk experience
Physical security systems (access control, CCTV, alarms)
Low Voltage/electronics technician
Familiarity with ticketing systems (Salesforce, Jira, etc.)
Basic electrical troubleshooting: Continuity checks, Cable integrity, Correct termination
Basic understanding of networking fundamentals (IP addressing, connectivity)
Ability to troubleshoot sensor-based hardware and field devices
Experience working in Windows environments
Basic knowledge of Access Control Systems, low voltage wiring, physical installations, and input/output systems
Demonstrates ability to act as a trusted advisor to customers, setting and meeting customer expectations.
Proven analytical skills with the ability to diagnose and troubleshoot complex technical issues effectively.
Ability to assess situations, develop action plans, and escalate issues when needed to resolve customer concerns.
Customer-focused with a commitment to delivering high-quality service.
Strong organizational skills and attention to detail, especially in documenting problem resolutions.
Ability to manage multiple tasks in a fast-paced environment, including high-priority and time-sensitive customer requests.
Comfortable with on-call availability as needed for urgent support requests (occasional after-hours support may be required.)

Responsibilities

Provide Level 1 support for Protech systems via phone, email, and ticketing platforms
Troubleshoot hardware, software, and system-level issues across all product lines
Support GFENCE systems including vibration detection and false alarm analysis
Support Infrared Barrier systems including alignment, calibration, and alarm validation
Support Fence-mounted detection systems (GFENCE/GWALL) including vibration detection tuning
Support Dual Technology Sensors (PIRAMID) with microwave and infrared detection
Assist with Triple Technology Barriers integrating multiple detection technologies
Support specialized systems such as HATCH-SECURE for hatch intrusion detection
Assist with multi-layered system integrations across Protech deployments
Accurately and thoroughly document cases including problem, corrective actions and solutions.
Escalate complex issues with full diagnostics and documentation
Maintain SLA compliance and support quality standards