Job Description
Job Description
Position Overview
Security Center USA is seeking a highly motivated and technically skilled Technical Support Representative to join our growing team. This role plays a critical part in supporting our clients and internal field technicians by ensuring the reliability, performance, and usability of advanced electronic security systems. You will serve as a key technical resource, troubleshooting issues, guiding users, and optimizing systems across multiple platforms including video surveillance, access control, gated entry systems, intrusion alarms, and cloud/mobile applications. This is a fast-paced, problem-solving role requiring strong communication skills, technical aptitude, and a customer-first mindset.
Core Responsibilities
• Provide day-to-day technical support to customers and field technicians
• Configure, deploy, and maintain electronic security systems and devices
• Manage user accounts, permissions, and credentialing across platforms
• Perform remote diagnostics including networking, connectivity, and hardware troubleshooting
• Configure routers, firewalls, and port forwarding for system accessibility
• Review system logs, alarms, and events to identify and resolve issues
• Coordinate with third-party IT vendors when required
• Conduct system testing, optimization, and performance tuning
• Assist with mobile app and cloud platform support
• Document issues, resolutions, and system changes
• Support internal projects, rollouts, and process improvements
• Act as a bridge between field operations and clients, ensuring seamless communication
• Take ownership of issues from initial report through resolution
• Identify recurring problems and recommend long-term solutions
• Proactively suggest system improvements or upgrades where applicable
• Support uptime and reliability of mission-critical security systems
• Maintain a professional and confident presence when working with clients
Work Environment & Schedule
• Monday through Friday; Typical hours: 8:00–9:00 AM start / 5:00–6:00 PM end
• Rotating after-hours emergency on-call schedule
• Primarily in-office role with collaborative team environment
Travel Requirements, Qualifications and Skills
• Minimal travel required; Occasional site visits, typically 1–3 days in field (FL, GA or SC)
• Prior experience in technical support or IT-related role preferred
• Strong understanding of computer systems and troubleshooting
• Working knowledge of networking (IP addressing, routing, port forwarding)
• Experience with Excel and CSV data management
• Ability to quickly learn new platforms and technologies
• Strong communication and customer service skills
• Network+, A+ certification or equivalent knowledge preferred
Compensation & Benefits
• Hourly pay range: $16 – $25 (based on experience)
• Full benefits package including: Medical, Dental, Vision, Life Insurance, Paid Holidays, PTO, 401(k)