Premise Security Service Technician

Job Description

Job Description

Position Summary

The Premise Security Service Technician is responsible for responding to customer service requests and dispatched service tickets involving electronic security systems installed, supported, or serviced by Pace Systems. Working under the direction of the Service Manager, this union position performs troubleshooting, diagnosis, repair, replacement, testing, and maintenance of security-related systems in a wide range of customer environments.

This role supports service-related work across video management systems (VMS), access control systems (ACS), intrusion detection systems (IDS), intercom, and other low-voltage electronic security systems serviced by Pace Systems. The Premise Security Service Technician is expected to work on systems commonly supported by Pace Systems, as well as legacy or third-party systems encountered in the field, and must be capable of identifying issues, documenting findings, and communicating service needs clearly and professionally.

When service demand is limited or no active service tickets are assigned, this position may also be assigned to support installation projects, project-related field activities, and other division needs as directed by the Premise Security Division Manager in conjunction with the Service Manager.

 

Essential Duties & Responsibilities

Service Dispatch & Ticket Response

• Respond to customer service requests and dispatched service tickets as assigned by the Service Manager.
• Travel to customer sites to diagnose, troubleshoot, repair, and restore system operation in a timely and professional manner.
• Review ticket details, customer concerns, site history, and available documentation prior to dispatch when applicable.
• Provide timely field updates to the Service Manager regarding ticket status, required parts, labor needs, follow-up work, and customer concerns.
• Accurately document labor time, site activity, findings, and resolution status in accordance with company service procedures.

 

Troubleshooting, Repair & Maintenance

• Troubleshoot and repair electronic security systems, including IP video surveillance, access control, intrusion detection, intercom, and related low-voltage systems.
• Identify root causes of service issues involving field devices, controllers, readers, locks, inputs/outputs, power supplies, cabling, head-end equipment, and network-connected devices.
• Replace defective devices, hardware, or related components as required to restore proper system operation.
• Perform preventive maintenance inspections, service checks, and functional testing as required by service agreements or customer requests.
• Verify that repaired systems, devices, and related functions are operating properly before leaving the site.

 

System Support

• Service systems supported by Pace Systems, including platforms such as Genetec, Motorola, Milestone, Brivo, Verkada, Rhombus, and other manufacturer or legacy systems encountered in the field.
• Work on VMS, ACS, IDS, intercom, locking hardware interfaces, power supplies, panels, network switches, PoE-connected devices, and associated security system infrastructure.
• Perform authorized programming adjustments, device replacements, board swaps, and field-level corrective actions where applicable.
• Escalate advanced technical issues to the appropriate internal resource when additional engineering, programming, or manufacturer support is required.

 

Installation Project Support

• Support installation projects and project-related field activities when active service work is not scheduled or when division workload requires additional field support.
• Assist with device installation, cable termination, equipment replacement, testing, system startup, punch-list activity, and project closeout tasks as directed.
• Coordinate with project managers, lead technicians, and other field personnel to support project completion in accordance with Pace Systems standards.
• Transition between service and project work as directed to support overall division operations and customer commitments.

 

Documentation & Communication

• Document service activity, findings, resolutions, parts used, recommended corrective actions, and remaining issues in service tickets and related company records.
• Provide service documentation to the Service Manager and, when required, save records to Pace Systems shared drives for future reference and use.
• Communicate professionally with customers regarding system conditions, service findings, and next steps.
• Identify conditions that may require quoted repair work, return visits, replacement recommendations, or project-related follow-up.
• Maintain clear and timely communication with the Service Manager and internal support staff throughout the service process.

 

Quality, Safety & Compliance

• Perform work in accordance with Pace Systems standards, customer site requirements, applicable codes, and manufacturer recommendations.
• Follow all company and jobsite safety procedures, including ladder safety, PPE requirements, safe tool use, and general low-voltage field safety practices.
• Maintain a professional appearance and organized work approach while representing Pace Systems at customer locations.
• Protect customer property and maintain professionalism in occupied and active environments at all times.

 

Additional Responsibilities

• Assist with emergency service calls, scheduled maintenance visits, after-hours support, and special service-related assignments as directed.
• Perform other field service, support, and installation-related duties as assigned by the Service Manager or division leadership.

 

Pace Service Expectations

• Service work is to be performed in a professional, customer-focused, and timely manner consistent with Pace Systems service standards.
• Technicians are expected to maintain accurate ticket documentation, including labor hours, site findings, work performed, materials used, and recommendations for follow-up action.
• Technicians are expected to communicate clearly with the Service Manager regarding ticket progress, unresolved issues, required return visits, and parts or proposal needs.
• Technicians should identify opportunities where additional repair scope, replacement work, or system improvements may be appropriate and communicate those items internally for review.
• This position is expected to support division needs with flexibility, including transitioning between service dispatch, scheduled maintenance, and installation support when required.

 

Required Qualifications

• Minimum of 5 years of experience in the electronic security or low-voltage systems industry.
• Membership in, eligibility for, or ability to work under the requirements of IBEW Local 134 or Local 701, as applicable.
• Working knowledge of electronic security systems, including video surveillance, access control, intrusion detection, intercom, and related low-voltage system components.
• Experience troubleshooting, repairing, and servicing both current and legacy electronic security systems in the field.
• Familiarity with platforms commonly supported by Pace Systems, including Genetec, Motorola, Milestone, Brivo, Verkada, Rhombus, and similar systems.
• Ability to read and interpret blueprints, riser diagrams, wiring diagrams, device layouts, and service-related documentation.
• Basic understanding of low-voltage wiring, relays, door hardware, power supplies, panels, and network-connected security devices.
• Ability to use hand tools, power tools, testing equipment, and basic service diagnostic tools required for field service work.
• Strong troubleshooting, organizational, and communication skills.
• Valid driver’s license and ability to travel to customer sites as required.

 

Preferred Qualifications

• Journeyman-level field experience in electronic security, systems integration, or low-voltage service work.
• Experience with service ticketing platforms, field documentation, and customer-facing service communication.
• Manufacturer certifications or product training related to Pace Systems-supported systems and solutions.
• Experience working in schools, municipalities, commercial buildings, healthcare facilities, industrial environments, or other occupied facilities.
• Basic understanding of IP-based devices, PoE infrastructure, and network-related troubleshooting.
• Ability to identify service conditions that may require quoted repair work, equipment replacement, or project follow-up.

 

Training & Development

• Pace Systems will provide training on company-supported systems, internal service procedures, documentation standards, and field service expectations.
• Training will be provided on specific systems, platforms, and technologies supported by Pace Systems, based on operational needs and customer requirements.
• This position is expected to participate in internal training, manufacturer training, field mentoring, and other assigned development activities.
• Ongoing training may include video management systems, access control systems, intrusion detection systems, intercom systems, and related electronic security technologies.
• The employee is expected to maintain and expand technical knowledge in support of service responsibilities and overall division needs.

 

Working Conditions

• Regular travel to customer sites to perform service, troubleshooting, maintenance, repair, and related field activities.
• Work is performed in a variety of indoor and outdoor environments, including offices, schools, warehouses, mechanical rooms, ceilings, equipment rooms, IDF/MDF spaces, and occupied facilities.
• Standard business hours with availability for overtime, emergency response, on-call assignments, or after-hours service work as required.
• Daily coordination with the Service Manager, customers, internal technical staff, and other field personnel.

 

Physical Requirements

• Ability to stand, walk, bend, kneel, climb ladders, and work in active field environments for extended periods of time.
• Ability to lift, carry, and move tools, ladders, materials, and equipment consistent with field service and installation work.
• Ability to work above ceilings, in equipment rooms, on lifts or ladders, and in other conditions commonly associated with low-voltage service and installation work.
• Sufficient manual dexterity to operate tools, testing equipment, computers, and mobile devices required for field documentation and service execution.
• Ability to safely perform the physical duties required of the position in accordance with company and jobsite safety standards.

Company Description

Pace Systems provides comprehensive IT, Security, Audio Visual, and Software Solutions to medium and enterprise-level organizations, including those in healthcare, higher education, and commercial real estate. Our company has been providing technology solutions since 1983 and we pride ourselves on implementing true end-to-end solutions all under one roof - from design and implementation to on-going service and support.

Equal Opportunity Employer. We provide equal employment opportunities consistent with the Illinois Human Rights Act and applicable federal law. We do not discriminate or retaliate based on protected characteristics, including race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, age (40+), disability, marital status, military status, unfavorable military discharge, order-of-protection status, citizenship or work-authorization status, arrest record, conviction record, family responsibilities, or reproductive health decisions.

Company Description

Pace Systems provides comprehensive IT, Security, Audio Visual, and Software Solutions to medium and enterprise-level organizations, including those in healthcare, higher education, and commercial real estate. Our company has been providing technology solutions since 1983 and we pride ourselves on implementing true end-to-end solutions all under one roof - from design and implementation to on-going service and support. \r\n\r\nEqual Opportunity Employer. We provide equal employment opportunities consistent with the Illinois Human Rights Act and applicable federal law. We do not discriminate or retaliate based on protected characteristics, including race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, age (40+), disability, marital status, military status, unfavorable military discharge, order-of-protection status, citizenship or work-authorization status, arrest record, conviction record, family responsibilities, or reproductive health decisions.