Technical Support Specialist

IK Systems•Town of Victor, NY

13d•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 by phone during service interruptions and helps troubleshoot system issues. It offers training and exposure to more advanced support tasks over time. Specialists 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 a 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.

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.
Support end-users during real-time system outages or safety events while remaining composed, empathetic, and solution-oriented under pressure.
Assess customers’ system architectures—including servers, network switches, P2P wireless infrastructure, cameras, access control panels, and 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.
Identify system faults and escalate complex issues to senior team members or engineering staff as appropriate.
Monitor and respond to service tickets, providing timely updates and communication to customers.
Track software and firmware updates and assist with planning remote deployments.
Log resolution steps and recurring issues in internal documentation to support continuous improvement.
Contribute to internal knowledge base materials, including FAQs, scripts, and diagnostic tips.
Participate in ongoing training on emerging technologies, platforms, and support tools.