Service Support Analyst

Job Description

Job Description

About the Organization:

Envera Systems is a leading provider of smart community security and access control solutions, offering cloud-based technology that enhances safety, convenience, and peace of mind. Our platform integrates video surveillance, virtual gate services, and access control to support communities nationwide. With a growing, multi-state presence, Envera is committed to innovation, operational excellence, and delivering exceptional customer experiences through a collaborative, hands-on team.

**Please note: The working hours for this position are Sunday through Wednesday 9:30am-8:00pm**

Primary Objective:

The Service Support Analyst is a technically skilled frontline support role responsible for diagnosing and resolving service issues across our product ecosystem, including gate systems, IP cameras, access control devices, DVR/NVR platforms, and alarm systems. Analysts perform remote troubleshooting on all products and devices, execute access-control updates, retrieve video for incident investigations, and proactively monitor system health to identify break/fix issues before they escalate.

Responsibilities:

• Perform remote troubleshooting on IP-based devices (gates, DVR/NVRs, cameras, access control controllers), including connectivity checks, power/PoE verification, device status validation, and basic configuration review.
• Respond to requests for access-control changes, including activating/deactivating credentials, updating access schedules, and troubleshooting card/fob failures.
• Execute proactive system health checks, identifying offline devices, network communication issues, or failed hardware across cameras, gates, alarms, and access control systems.
• Review ISP or connectivity outages and engage third-party vendors with detailed diagnostic findings.
• Assess break/fix issues reported by other departments and determine whether resolution can be completed remotely or requires escalation (Field Support, Engineering, IT, etc.).
• Conduct internal system audits to validate device performance, data accuracy, credential integrity, and compliance with departmental standards.
• Manage inbound casework through email, phone, and Salesforce, ensuring accurate documentation, clear communication, and timely case updates.
• Provide clear and professional communication to communities regarding findings, timelines, required actions, and next steps.
• Perform additional duties as assigned by the supervisor.

Qualifications:

• High School diploma or equivalent required; technical coursework or certifications preferred.
• 2-3 years of technical support, monitoring, or security-system experience working with CCTV, access control, intrusion alarms, or IP-based devices.
• Working knowledge of network fundamentals (IP addressing, device reachability, VPN/ISP connectivity, PoE concepts, routers/switches) as applied to security hardware.
• Experience with CCTV video retrieval, timestamp-based searches, exporting footage, and preparing evidence packages preferred.
• Hands-on experience with access control platforms including credential activation, schedule configuration, entry point assignments, and troubleshooting failed access events preferred.
• Strong ability to triage technical issues, distinguish device vs. network vs. configuration problems, and follow structured troubleshooting steps.
• Proficiency using ticketing systems (Salesforce preferred) for documenting work, updating cases, and managing workflow.
• Excellent written and verbal communication skills, with the ability to translate technical findings into clear explanations for non-technical customers.
• Proven ability to work independently in a high-volume environment while maintaining accuracy and attention to detail.
• Strong interpersonal skills and professionalism, including emotional control during high-pressure situations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Physical Ability:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

he duties of this job, the employee is regularly required to:

• Communicate and converse, maintain a stationary position (standing and sitting), move/traverse, kneel and bend.
• Use fingers and hands, handle, feel and reach with hands and arms for extended periods of time.
• Occasionally required to climb or balance; stoop; kneel, or crouch
• Specific vision abilities required by this job include close vision, distance vision, depth perception, peripheral vision, and ability to adjust and focus.
• Ability to occasionally lift and carry up to 25 lbs
• Ability to uphold the stress of occasional traveling.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

EEO Statement:

Envera Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Envera Systems complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Envera Systems expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Envera Systems employees to perform their job duties may result in discipline up to and including discharge.