Technical Support Specialist

IK Systems•Victor, NY

15d•Onsite

About The Position

The Technical Support Specialist provides entry-level remote technical support for integrated security and life safety systems, including video surveillance, access control, and intercom platforms. This customer-facing role supports end-users primarily over the phone during service interruptions and assists in troubleshooting system issues. The position is designed as a foundation for professional growth in the security technology field, offering training and exposure to more advanced support tasks over time. The role is highly customer-facing; specialists will routinely engage end-users by phone during urgent outage scenarios, requiring calm, confident communication and rapid situational assessment.

Requirements

Associate's degree in computer science, IT, or related field; or equivalent experience.
1-2 years in a technical support or helpdesk environment with exposure to security, networked, or software systems.
Basic understanding of IP-based systems, remote diagnostic tools, and ticketing systems.
None required.

Nice To Haves

Familiarity with security platforms such as Genetec, Milestone, Hanwha, or Axis.
Understanding of IP addressing, firewalls, and basic networking concepts.
Experience writing technical documentation or instructions for end-users.
Interest in pursuing advanced roles in systems support or engineering.

Responsibilities

Provide first-line phone support to end-users experiencing system issues or outages, using clear and empathetic communication.
Provide first-line telephone support to end-users during real-time system outages or safety events, remaining composed, empathetic, and solution-oriented under pressure.
Quickly assess each customer's unique system architecture (servers, network switches, P2P wireless infrastructure, cameras, access control panels, intrusion zones) to isolate faults and guide corrective action in plain language.
Troubleshoot common technical problems in real time using remote access tools and structured checklists.
Assist in identifying system faults and escalate complex issues to senior team members or engineering staff as appropriate.
Monitor and respond to service tickets, ensuring timely updates and communication with customers.
Track software and firmware updates and assist with planning remote deployments.
Maintain internal documentation by logging resolution steps and recurring issues to support continuous improvement.
Contribute to internal knowledge base materials such as FAQs, scripts, or diagnostic tips.
Participate in ongoing training on emerging technologies, platforms, and tools used in support services.