Job Description
Job Description
Experience Required: Cabling & Camera Installation (Field Experience Preferred)
Position Summary
We are seeking a highly skilled Remote Support Technician to provide technical support for customers and field technicians performing low-voltage cabling, network equipment installation, and security camera deployments. This role requires strong troubleshooting abilities, excellent communication skills, and hands-on knowledge of structured cabling and CCTV/IP camera systems. The technician will support field teams, validate installations, assist with system provisioning, and ensure successful project completion.
Key Responsibilities
Remote Technical Support
- Provide real-time phone, chat, and ticket-based support to field technicians.
- Assist with troubleshooting network connectivity, NVR/VMS issues, device onboarding, and PoE switch configurations.
- Guide techs through camera alignment, verification, testing, and system validation.
- Review site photos, documentation, and as-built information to ensure work meets company standards.
- Remotely access systems (when permitted) for configuration, diagnostics, and verification.
Installation & Cabling Expertise
- Use prior field experience to support techs with best practices in:
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- Structured cabling (Cat5e/Cat6)
- Termination standards (T568A/B)
- Cable routing, labeling, testing, and dressing
- Camera mounting, focusing, and field-of-view adjustment
- Evaluate installation quality and provide corrective guidance when needed.
System Provisioning & Validation
- Support provisioning of IP cameras, NVRs, switches, and network devices.
- Confirm proper PoE negotiation, port assignment, and link activity.
- Assist with VMS/NVR channel mapping and live-stream verification.
- Document configuration steps, results, and follow-up actions.
Customer Communication
- Maintain clear, professional communication with customers, project managers, and onsite contacts.
- Provide timely updates, escalate issues when needed, and ensure customer satisfaction.
- Coordinate with internal teams for scheduling, dispatch adjustments, and follow-up visits.
Documentation & Reporting
- Create and update tickets, logs, and installation notes.
- Review and approve field documentation (photos, labels, mappings).
- Report recurring issues and contribute to process improvements.
Required Qualifications
- 2+ years of experience in cabling, low-voltage installation, or security camera deployments.
- Strong understanding of network basics (IP addressing, PoE, switches, NVRs).
- Prior field installation experience strongly preferred.
- Ability to troubleshoot hardware and connectivity issues remotely.
- Excellent communication, customer service, and problem-solving skills.
- Ability to read floor plans, maps, and support documentation.
- Comfortable working independently in a fast-paced environment.
Preferred Skills
- Experience with CCTV/IP camera systems (Envysion, Hikvision, Avigilon, etc.).
- Familiarity with structured cabling standards (BICSI best practices).
- Knowledge of VPNs, remote desktop tools, and network monitoring platforms.
- Basic understanding of retail, restaurant, or commercial security environments.
Work Schedule
- Full-time, remote
- Occasional after-hours or weekend support may be required depending on project needs.