Technical Support Specialist

IK Systems • Victor, NY

11d • 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 primarily supports end-users by phone during service interruptions and helps troubleshoot system issues. It offers a foundation for professional growth in security technology, with training and exposure to more advanced support tasks over time. Specialists routinely assist end-users during urgent outage scenarios, requiring calm, confident communication and rapid situational assessment.

The role is primarily office-based in Victor, New York, and involves using remote access tools and structured checklists to diagnose problems. Occasional travel to client meetings, industry events, or training sessions may be required.

Requirements

• An associate’s degree in computer science, IT, or a related field, or equivalent experience.
• 1–2 years of experience 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.
• No certificates or licenses are 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 and telephone support to end-users experiencing system issues, real-time outages, or safety events, communicating clearly and empathetically.
• Assess customers’ system architectures—including servers, network switches, P2P wireless infrastructure, cameras, access control panels, and intrusion zones—to isolate faults and explain corrective actions 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 FAQs, scripts, and diagnostic tips to internal knowledge base materials.
• Participate in ongoing training on technologies, platforms, and tools used in support services.
• Comply with company safety policies and participate in training sessions as needed.

Benefits

• Retirement plan with company matching.
• Comprehensive health benefits.
• Flexible work options.
• Continuous learning and industry certifications.
• Opportunities to work with cutting-edge technology.
• Team-driven culture emphasizing innovation, collaboration, and work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree