Technical Support I (Tampa, FL OR Branchburg, NJ)- Night Shift

Everon Jobs • Branchburg, NJ

3d

About The Position

The Technical Support Representative I provides frontline technical support for video surveillance, intrusion detection, and access control systems. The role assists customers and field technicians with installation, configuration, troubleshooting, and service-related issues, diagnosing and resolving basic to intermediate problems remotely. The representative documents support activities and escalates complex issues when necessary. They work directly with customers to provide system guidance and a positive support experience, using strong communication skills and technical aptitude while managing multiple interactions in a fast-paced environment.

The position is based in either Tampa, Florida, or Branchburg, New Jersey, and the posting asks applicants to live in one of those areas. The schedule is Tuesday through Saturday, 5:00 p.m. to 1:30 a.m. Eastern Time.

Requirements

• Working knowledge of video surveillance (CCTV), intrusion detection, and access control systems, including basic installation, configuration, and troubleshooting principles.
• Fundamental understanding of computer networking concepts, including TCP/IP, IP addressing, network connectivity, and remote access tools.
• Ability to read and interpret technical instructions and documentation and follow step-by-step guides.
• Ability to troubleshoot hardware, software, and communication issues across security technology platforms and connected devices.
• Strong customer service skills and ability to communicate technical information clearly to people with varying levels of technical expertise.
• Effective verbal and written communication skills, including professional phone etiquette, email correspondence, and support documentation.
• Knowledge of Microsoft Windows operating systems and common business applications used in a technical support environment.
• Strong problem-solving, analytical, and troubleshooting skills, including ability to identify root causes and determine corrective actions.
• Ability to prioritize multiple tasks, manage workload effectively, and maintain attention to detail in a fast-paced customer support environment.
• Ability to accurately document customer interactions, technical findings, and resolutions in support ticketing and case management systems.
• Willingness to learn new technologies, security platforms, and support processes and collaborate as part of a technical support team.
• Applicants should live in the Tampa, Florida, or Branchburg, New Jersey, area.

Nice To Haves

• High school diploma or GED and one year of work in the security systems industry, or equivalent time as a Help Desk Level I.
• Prior experience supporting commercial electronic security systems or working in a technical support or help desk environment.
• Familiarity with Genetec, Avigilon, Lenel, Brivo, AMAG, or similar security management systems.

Responsibilities

• Provide first-level remote technical support for video surveillance, intrusion detection, and access control systems by diagnosing and resolving customer and technician issues.
• Respond professionally and promptly to inbound calls, emails, and support requests from customers, end users, and field technicians.
• Assist with installation, configuration, programming, and onboarding of new security systems and devices, ensuring proper functionality and customer satisfaction.
• Troubleshoot hardware, software, networking, and connectivity issues related to CCTV, access control, and intrusion systems.
• Provide clear technical guidance and step-by-step instructions to customers and field personnel to resolve issues and improve system operation.
• Accurately document customer interactions, troubleshooting activities, resolutions, and escalations in designated support and ticketing systems.
• Escalate complex or unresolved issues to higher-level technical support teams while maintaining ownership and communication with the customer.
• Build positive customer relationships, manage expectations, and provide quality support throughout the service process.

What This Job Offers

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