This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Technical Services Rep based in the United States.
As a Senior Technical Services Representative, you will play a key role in delivering advanced technical support for security systems and technology solutions across a wide range of customer environments. Working remotely, you will assist internal teams and external partners by troubleshooting complex hardware, software, and networking issues while ensuring timely resolution. This position combines hands-on technical expertise with strong communication and problem-solving skills to support installation, maintenance, and system optimization. You will also contribute to documentation, knowledge management, and process improvements that enhance service quality and operational efficiency. If you enjoy solving technical challenges, collaborating with cross-functional teams, and helping customers succeed, this role offers an excellent opportunity to grow within a technology-driven environment.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Technical Services Rep based in the United States.
As a Senior Technical Services Representative, you will play a key role in delivering advanced technical support for security systems and technology solutions across a wide range of customer environments. Working remotely, you will assist internal teams and external partners by troubleshooting complex hardware, software, and networking issues while ensuring timely resolution. This position combines hands-on technical expertise with strong communication and problem-solving skills to support installation, maintenance, and system optimization. You will also contribute to documentation, knowledge management, and process improvements that enhance service quality and operational efficiency. If you enjoy solving technical challenges, collaborating with cross-functional teams, and helping customers succeed, this role offers an excellent opportunity to grow within a technology-driven environment.
Accountabilities:
- Provide advanced technical support via phone, email, and workflow management tools for installation, maintenance, and service requests involving security, access control, fire, video surveillance, and intrusion systems.
- Troubleshoot hardware, software, networking, and system configuration issues while identifying effective solutions and ensuring timely issue resolution.
- Configure customer systems, validate installations through vendor applications, and support programming and repair of PC-based security platforms.
- Escalate complex technical issues when necessary, coordinate next steps with internal teams, and gather required information for equipment repairs, product returns, and customer approvals.
- Maintain accurate technical documentation, system records, customer databases, equipment profiles, knowledge articles, and department resources to support ongoing operations.
- Guide and educate end users on system functionality and best practices while delivering professional customer service and clear technical communication.
- Associate's degree or equivalent professional experience.
- Previous experience in technical help desk or technical support roles, preferably with at least 3 years of experience.
- Experience working with physical security, low-voltage, surveillance, access control, fire, or related technologies is preferred.
- Intermediate knowledge of computer hardware, networking concepts, and troubleshooting methodologies.
- Familiarity with Microsoft Dynamics or similar service management platforms is considered an advantage.
- Strong proficiency with Microsoft applications as well as Microsoft Windows and Unix/Linux operating systems.
- Industry certifications such as NICET Level I, CompTIA A+, or Network+ are preferred.
- Excellent analytical, organizational, documentation, communication, and customer service skills, with the ability to resolve technical issues through logical problem-solving.
- Competitive salary with incentive eligibility.
- Comprehensive medical, dental, and vision insurance.
- Company-paid life insurance and AD&D coverage.
- Company-paid short-term and long-term disability insurance.
- Voluntary supplemental benefit options.
- 401(k) retirement savings plan.
- Flexible Spending Account (FSA).
- Paid time off.
- Tuition reimbursement program.
- Employee Assistance Program (EAP).
- Fully remote position within the United States.
- Career development and growth opportunities.