Security Systems 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 business security services • Perform fault isolation, repair, and service restoration for customer incidents • Support incidents escalated by Level 1 teams and determine escalation validity • Take ownership of valid escalations and resolve them • Coach Level 1 agents when escalations are invalid • Provide real-time support through ticket management applications, email, chat, and phone • Engage directly with customers, field engineers, internal teams, and vendors • Diagnose single-site device and connectivity issues, broad-scale faults, and complex configuration changes • Execute or guide logical security fault isolation with clients and third-party service providers • Manage enterprise-level client relationships and contractual Service Level Agreements • Conduct root cause analyses for outlier incidents and support preventative measures • Recognize, identify, and prioritize incidents according to business requirements and operational impact • Act as a second point of contact for Interactive Video/Audio, Intrusion, CCTV, and Intercom lines of business • Act as primary point of contact for Fire, Business Intelligence, Access Control, and Sonitrol lines of business • Maintain understanding of security platforms, devices, and configurations • Manage or assist with assigned projects and program components • Coordinate task updates with support leaders using Microsoft Planner • Respond to technical inquiries from staff, administrators, site personnel, and outside vendors • Troubleshoot security equipment, carrier circuitry, customer wiring, hardware, software applications, and alarm monitoring signal/video verification • Proactively manage recurring problems and repeat incidents • Propose additions or changes to knowledge articles based on lessons learned • Provide weekend and off-hours support as required

🎯 Requirements

• Minimum of 1–2 years of practical experience with a technology service provider • Experience 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 • Technical proficiency with Fire Systems, Access Control, and CCTV systems • Thorough understanding of security fundamentals, associated platforms, devices, and configurations • Strong written, oral, and customer communication skills • Ability to troubleshoot using a logical process of elimination • Ability to work with cross-functional teams • Ability to operate in a fast-paced environment and negotiate demanding client requirements • Ability to work Sun–Thurs, 9:00 AM–6:00 PM CST • Schedule flexibility, including weekend and off-hours support as required

🏖️ Benefits

• Equal Employment Opportunity consideration • Disability accommodation during the application and interview process • Confidential handling of accommodation information • Collaborative company culture • Commitment to employee growth and transformation • Company focus on innovation and excellence • Opportunity to make a direct impact