Level 2 Security Technical Specialist (Access Control)

5+ years of relevant experience in the security systems field. 5+ years of experience and understanding of CCTV, access control, IT systems, and/or other electronic/low-voltage control systems. Associate degree or equivalent from a two-year college or technical school; 5–7 years of related experience/training; or an equivalent combination of education and experience. Prior experience with Lenel, Genetec, Software House (CCure), AMAG, Exacqvision, Avigilon, Meraki. Experience with remote management tools is a plus. Knowledge of basic TCP/IP networking and Windows environments is ideal. Knowledge of serial communication (RS232, RS485). Strong customer focus and ability to work under pressure. Solid technical skills and experience with CCTV, fire alarm, and security systems. Programming skills and a proven ability to troubleshoot and resolve issues. Self-motivated and able to work independently with minimal supervision. Strong troubleshooting and critical thinking abilities. Excellent written and verbal communication skills. Previous experience in user support or customer service is preferred. Proficient in Adobe Acrobat, MS Word, Excel, and Outlook.

Identify and resolve issues for service/implementation calls, including emergency requests. Analyze repair needs and provide appropriate solutions. Complete accurate service reports for customers and the company. Provide custom system integrations, system upgrade planning, system audits, and database management. Install, configure, and support HID and Mercury security systems. Troubleshoot and resolve equipment or software malfunctions. Provide technical support to end users and integrators. Perform root cause analysis on system incidents and implement corrective actions. Collaborate with team members to improve Customer Support operations.