Security System Tech Support

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Interface Systems

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏨 Hospitality

📦 Logistics

Consulting • Hospitality • Logistics

Interface Systems is a leading provider of business security, actionable insights, and network connectivity solutions tailored for multi-location businesses. They offer a range of managed services such as remote video monitoring, virtual security, intrusion alarms, and intelligent voice-down systems. Interface Systems specializes in enhancing operational efficiencies by integrating advanced technologies like AI-powered video analytics and scalable network solutions, ensuring seamless compliance and network security. Their services are particularly focused on industries like retail, hospitality, and financial services, helping businesses safeguard assets, optimize operations, and improve customer experiences.

📋 Description

• Provide Level 2 technical support for managed business security services • Perform fault isolation, repair, and service restoration for customer incidents • Support incidents escalated from Level 1 teams and determine escalation validity • Take ownership of valid escalations and resolve complex security issues • Coach Level 1 agents when escalations are invalid • Provide technical support through ticketing applications, email, chat, and phone • Engage with customers, field engineers, internal teams, third-party service providers, and vendors • Diagnose single-site device and connectivity issues, broad-scale faults, and complex configuration changes • Maintain contractual Service Level Agreements and conduct root cause analyses for outliers • Prioritize incidents according to client requirements, policies, and operational impact • Act as a second point of contact for Interactive Video/Audio, Intrusion, CCTV, and Intercom • Act as a primary point of contact for Fire, Business Intelligence, Access Control, and Sonitrol • Manage or assist with assigned projects and program components • Coordinate task updates and communication with support leaders using Microsoft Planner • Respond to technical assistance inquiries from staff, administrators, site personnel, and vendors • Troubleshoot security equipment, carrier circuitry, customer wiring, hardware, software applications, and signal/video verification • Proactively manage recurring incidents and problem management • Propose additions or changes to knowledge articles based on lessons learned

🎯 Requirements

• Minimum of 1–2 years of practical experience with a technology service provider providing technical support to Field Technicians and Customers • Experience troubleshooting and repairing CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion is a plus • Working and practical knowledge of low-voltage installation and support is a plus • Honeywell, DMP, and Bosch training and/or certification is preferred • Thorough understanding of security fundamentals, associated platforms, devices, and configurations • Technical proficiency with Fire Systems, Access Control, and CCTV systems, including HikCentral and iVMS • Ability to troubleshoot security/video equipment, carrier circuitry, customer wiring, hardware, and software applications • Ability to provide real-time support through ticket management applications, email, chat, and phone • Ability to work with cross-functional teams and manage escalated incidents • Ability to maintain contractual Service Level Agreements • Ability to work Monday–Friday during the specified schedule and provide weekend/off-hours support as required • Strong written, oral, and customer communication skills • Ability to operate effectively in a fast-paced environment and prioritize incidents • Ability to apply logical and creative problem-solving to security fault isolation and resolution

🏖️ Benefits

• Flexible work schedule and off-hours support as required • Equal employment opportunity • Accommodation support during the application or interview process • Collaborative company culture focused on collaboration, commitment and fun • Opportunities to contribute to a growing company committed to growth and transformation