Remote Support Specialist

Company Overview

Digi Security Systems is an industry leader in the design, installation and support of custom video surveillance, electronic access control, intrusion detection and fire solutions for companies of all sizes. We've built our reputation on innovation and reliable service, and we're known as the industry's experts.

Position Overview

We are seeking an excellent Remote Support Technician to join our Remote Support Service Team! The Remote Support Technician is responsible for receiving, reviewing, documenting and resolving remote support service calls. This role ensures efficient handling of service requests, timely resolution of technical issues, proper documentation, and coordination with field service teams when on-site support is required. This person should have at least 1-3 years of experience in remote support or IT customer service, and s/he must have exceptional communication, administrative, and organizational skills. Preference will be given to candidates with experience working for a company in the low voltage security industry. This role requires at least 1-3 years of experience in remote troubleshooting and problem solving, knowledge of networking and connectivity principles, and direct experience in software and system configurations for IP network security systems.

This role will be based at our office in Oklahoma City, OK. The Remote Support Specialist is expected to commute to our location, near the OKC Airport every day.

Job Responsibilities

• Ticket Management & Remote Support

  • Receive, review, and triage incoming service tickets to determine the nature and priority of the issue.
  • Diagnose and resolve technical issues remotely for security systems, including surveillance, access control, and other systems.
  • Document all troubleshooting steps, resolutions, and customer interactions in the ticketing system with clarity and accuracy.
  • Escalate and assign tickets to the appropriate field service team board when remote resolution is not possible.
  • Ensure SLAs (Service Level Agreements) and response times are met for all support requests.
  • Document and retain remote support agreements and terms and conditions for partners utilizing remote support services.
  
  

• Process Improvement & Collaboration

  • Collaborate with field service teams to ensure seamless coordination between remote and on-site support.
  • Work with engineering and technical teams to escalate complex issues and improve system supportability.
  • Identify recurring technical issues and recommend process improvements or system optimizations.
  • Stay updated on emerging technologies and industry best practices related to security system integration.
  
  

• Reporting & Documentation

  • Maintain and improve a knowledge base of common issues and solutions to enhance team efficiency.
  • Ensure compliance with security policies and industry regulations in all support activities.

Key Skills:

• Strong knowledge of low-voltage security systems, including CCTV, access control, and alarms.

• Strong knowledge of networking and remote support connection means and methods.

• Proficiency in ticketing systems and remote troubleshooting tools.

• Excellent problem-solving, communication, and customer service skills.

• Strong organizational skills with a focus on documentation and process improvement.

  This role is critical to ensure high-quality remote support and efficient service delivery for security system customers.

Benefits:

• 30 hours PTO plus 2 weeks vacation accrual rate
• 3 weeks vacation accrual rate after first year of employment
• 7 company-wide paid holidays throughout the year
• 401k plan w/corporate matching structure
• Full health benefits-medical, dental and vision
• Included life insurance, additional available for purchase
• Accident/critical illness insurance available for purchase
• Required training/licensing paid for by company
• Voluntary professional development opportunities
• Company laptop, company phone, uniforms and gear
• Overtime and bonus pay

Disclaimer: This job description is not all encompassing of job responsibilities and is not in any way a binding document. It does not affect the at will nature of employment at Digi Security Systems.

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