Systems Support Specialist 1

Job Summary ProTech by Hirsch is a leader in perimeter intrusion detection systems (PIDS). The Systems Support Specialist I provides frontline technical support across Protech product lines, ensuring reliable system performance, customer satisfaction, and proper escalation of complex technical issues. This is a full-time onsite role based in either Santa Ana, CA or Reno, NV. Responsibilities Provide Level 1 support for Protech systems via phone, email, and ticketing platforms Troubleshoot hardware, software, and system‑level issues across all product lines Support GFENCE systems including vibration detection and false alarm analysis Support Infrared Barrier systems including alignment, calibration, and alarm validation Support Fence‑mounted detection systems (GFENCE/GWALL) including vibration detection tuning Support Dual Technology Sensors (PIRAMID) with microwave and infrared detection Assist with Triple Technology Barriers integrating multiple detection technologies Support specialized systems such as HATCH‑SECURE for hatch intrusion detection Assist with multi‑layered system integrations across Protech deployments Accurately and thoroughly document cases including problem, corrective actions and solutions. Escalate complex issues with full diagnostics and documentation Maintain SLA compliance and support quality standards Qualifications Associate degree in IT, Electronics, or related field (or equivalent experience) 0–2 years of technical support or help desk experience Experience with physical security systems (access control, CCTV, alarms) Low voltage/electronics technician skills Familiarity with ticketing systems (Salesforce, Jira, etc.) Basic electrical troubleshooting: continuity checks, cable integrity, correct termination Basic understanding of networking fundamentals (IP addressing, connectivity) Ability to troubleshoot sensor‑based hardware and field devices Experience working in Windows environments Basic knowledge of Access Control Systems, low voltage wiring, physical installations, and input/output systems Demonstrates ability to act as a trusted advisor to customers, setting and meeting customer expectations Proven analytical skills with the ability to diagnose and troubleshoot complex technical issues effectively Ability to assess situations, develop action plans, and escalate issues when needed to resolve customer concerns Customer‑focused with a commitment to delivering high‑quality service Strong organizational skills and attention to detail, especially in documenting problem resolutions Ability to manage multiple tasks in a fast‑paced environment, including high‑priority and time‑sensitive customer requests Comfortable with on‑call availability as needed for urgent support requests (occasional after‑hours support may be required) Pay & Perks Base salary range: $60,000 – $65,000 per year. The total compensation package includes: Competitive Base Pay Fidelity 401(k) + Company Match 11 Company Paid Holidays Generous Paid Time Off Medical, Dental, & Vision Insurance FSA/HSA Fun Employee and Family Events Employee Wellness Program Supplemental Life Insurance, AD&D Insurance, and Dependent Care plans A range of discounted products and free services Equal Opportunity Employer Hirsch is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, marital status, veteran status, or any other characteristic protected by applicable law. We value diversity and inclusivity, believing that a diverse workforce enriches our company culture and enhances our ability to serve our customers effectively. Our hiring decisions are based solely on qualifications, skills, and experience relevant to the positions available. We strive to create a work environment that promotes fairness, respect, and equal opportunities for all employees. Hirsch does not tolerate any form of discrimination or harassment and is committed to maintaining a workplace free from such behavior. If you require any reasonable accommodation, please inform our HR department, and we will make every effort to accommodate your needs. As an equal opportunity employer, we are dedicated to the principles of affirmative action and take proactive measures to ensure equal opportunity in employment. We are proud of our diverse workforce and remain committed to fostering an inclusive environment that celebrates the unique perspectives and talents of everyone. #J-18808-Ljbffr