Senior Security Systems Technician - Technical Support & Training

QOVOSolutions, Inc. Location: Morgan Hill, California (In-Office/Hybrid) TravelRequired: Occasional – local site visits and customer training (est. 10–20%) EmploymentType: Full-Time Position Summary QOVOSolutions, Inc. is seeking an experienced and highly capable Senior Security Systems Technician – Technical Support & Training to join our growing team in Morgan Hill, California. This is a primarily in‑office role designed to serve as the technical backbone for our field operations and customer success programs. The ideal candidate brings deep hands‑on experience in electronic security system integration and network infrastructure, and is ready to apply that expertise from the office – supporting field technicians, delivering customer and staff training, managing remote troubleshooting, and driving quality and consistency across all QOVO deployments. You will be the go‑to technical resource for our field teams while serving as a knowledgeable face to our clients. Essential Duties and Responsibilities Field Team Technical Support Serve as the primary in‑office technical resource for field technicians, providing real‑time remote guidance via phone, Teams, or remote access tools Assist field teams with configuration, programming, and commissioning of security systems from the office environment Troubleshoot escalated system issues, network problems, and hardware failures remotely before dispatching additional resources Review and QA field documentation, as‑built, and project closeout packages for accuracy and completeness Prepare detailed pre‑deployment configurations, device templates, and provisioning packages to streamline field installation Customer & Staff Training Develop, schedule, and deliver end‑user training programs for customers on newly installed systems, primarily via videoconferencing (Teams, Zoom) and occasional on‑site sessions Create and maintain training materials including user guides, how‑to videos, quick reference cards, and system‑specific documentation Train new and existing field technicians on installation best practices, platform‑specific workflows, and QOVO standards Conduct onboarding technical orientation for incoming technicians, ensuring competency across core platforms before field deployment Coordinate and track certifications and manufacturer training completions for the technical team Remote System Management & Support Monitor, manage, and support deployed systems using cloud management platforms (Verkada Command, Avigilon Cloud, Meraki Dashboard, UniFi, etc.) Perform remote firmware updates, configuration changes, and health checks on customers' systems Handle Tier 2 / Tier 3 support escalations for service calls that cannot be resolved by field technicians Maintain and update system documentation, network diagrams, and configuration records in ConnectWise Manage Pre‑Project Technical Coordination Review project scopes, drawings, and specifications prior to field deployment – flagging conflicts or design concerns Prepare device programming templates, network configuration sheets, and installation packages for field teams Coordinate with vendors, distributors, and manufacturers for product configuration, RMAs, and technical resources Support estimating and proposal development with technical input on system design, labor assumptions, and scope validation Electronic Security Systems Knowledge Maintain deep working knowledge of: IP video surveillance systems (Verkada, Avigilon, Axis, Milestone, or similar) Electronic access control platforms (controller configuration, credential management, lock hardware integration) Intrusion detection and alarm systems Intercom and video intercom systems Cloud‑managed and on‑premises physical security platforms Networking & Infrastructure Configure and troubleshoot IP networks supporting security systems, including: VLANs, DHCP/static IP addressing, NAT/routing fundamentals DNS, PoE switching, firewall rule coordination VPN connectivity, wireless bridge connectivity, port forwarding Diagnose network performance and connectivity issues impacting security systems Support field teams with network configuration guidance and remote switch/router access Documentation & Process Maintain accurate internal knowledgebase articles, installation standards, and technical SOPs Document service activities, configuration changes, and support interactions in ConnectWise Manage Support the development and continuous improvement of internal workflows and field standards Required Qualifications Minimum 5+ years of experience in electronic security system integration or low voltage systems Strong hands‑on background with IP networking, access control, surveillance, alarm systems, and structured cabling – now applied in a support and training capacity Demonstrated ability to remotely diagnose complex system and network issues Experience configuring managed switches and network infrastructure Strong understanding of PoE systems and network‑dependent security hardware Ability to read and interpret technical drawings, wiring schematics, and floorplans Excellent verbal and written communication – comfortable presenting to customers and leading virtual training sessions Strong organizational skills and attention to detail – able to manage multiple support requests and projects simultaneously Ability to pass background screening where required by customer contracts Preferred Qualifications Strong Working Knowledge of Verkada Command Avigilon Cloud Suite (Alta, AltaAware) Meraki Dashboard UniFi/UISP Cloud Management LanScan/Nmap Wireshark Microsoft Entra ID / Azure AD Apple Business Manager / Apple Configurator Remote Management Software (TeamViewer or similar) Working Knowledge Of ConnectWise Manage or similar PSA/CRM platform Microsoft Office 365 Suite (Teams, Outlook, Word, Excel) Terminal Emulator (Macor Linux‑based) Lead/CRMs sourcing tools (ZoomInfo, Salesforce, etc.) Physical Requirements Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. This role regularly requires the ability to: Sit and work at a computer workstation for extended periods Use standard office equipment including computers, monitors, phones, and headsets Distinguish wire colors (for occasional hands‑on labor training scenarios) Lift and carry up to 30 pounds (equipment, tools, demo hardware) Travel locally to customer sites or training locations as needed (occasional) When on‑site: walk various terrain, work in server rooms or IDF closets, and adhere to applicable safety protocols Skills and Abilities Comfortable leading virtual and in‑person training sessions with customers and internal staff Ability to communicate complex technical topics clearly to non‑technical audiences Self‑motivated with strong time‑management and ability to prioritize competing demands Strong team orientation – ability to build trust with field teams and serve as a reliable resource Analytical problem‑solver with the ability to diagnose issues remotely with limited on‑site visibility High ethical standards, professionalism, and customer‑first mindset Ability to maintain focus and follow through on long‑cycle support and documentation tasks Strategic thinker with the ability to identify process gaps and recommend improvements Environmental Conditions Office Environment (80–90%) In‑office work environment with computers, phones, and collaboration tools Frequent use of videoconferencing platforms for remote support and customer training delivery Answering incoming support calls and providing outbound technical guidance to field teams and customers Flexible schedule availability for occasional after‑hours support escalations Site Work and Off‑Site Training (10–20%) Occasional travel to customer sites for commissioning support, system acceptance, or on‑site training Visit regional vendor facilities or manufacturer training events When on‑site: compliant with all applicable safety requirements including PPE in construction environments Compensation & Benefits Compensation Range: $80‑140k DOE QOVOSolutions offers a competitive compensation package including: Medical insurance Dental insurance Vision insurance Life insurance 401(k) plan with company match Profit‑sharing program Paid time off Paid holidays Ongoing training and certification opportunities Company‑provided tools/equipment (as applicable) Work Schedule Typical work schedule is Monday through Friday, based in our Morgan Hill, CA office. This role may occasionally require: Early morning starts or evening availability for critical support escalations Occasional weekend work Local or regional travel for customer training or projects support Equal Employment Opportunity Statement QOVOSolutions, Inc. is an equal opportunity employer and makes employment decisions without regard to race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, military or veteran status, reproductive health decision‑making, or any other characteristic protected by applicable federal, California, or local law. QOVOSolutions is committed to providing reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances. At‑Will Employment Notice Employment with QOVOSolutions, Inc. is at‑will. This means either the employee or the company may terminate employment at any time, with or without cause or advance notice, subject to applicable law. #J-18808-Ljbffr Sunstall Inc.