Service Technician

Position Overview

The Security Field Service Technician diagnoses, repairs, and maintains complex CCTV and access control systems. This role requires strong technical expertise, problem-solving abilities, and customer service skills. The technician also provides guidance and support to other field service technicians to maintain high standards of service and efficiency.

Key Responsibilities

• Diagnostics and Repair: Identify and resolve mechanical, electrical, and system issues using advanced diagnostic tools and troubleshooting techniques.
• Preventive Maintenance: Perform routine and preventive maintenance to ensure optimal equipment performance and longevity.
• Technical Support: Apply advanced technical knowledge to resolve complex service issues and implement effective solutions.
• Customer Service: Communicate with customers to understand their needs, provide service updates, and ensure customer satisfaction.
• Training and Mentorship: Mentor and train junior technicians to strengthen their technical skills and improve service quality.
• Documentation: Maintain accurate records of work performed, parts used, and customer interactions.
• Inventory Management: Manage parts and supplies to ensure availability for service tasks.
• Emergency Response: Respond promptly to emergency service calls to minimize customer downtime and disruption.

Technical Skills and Experience

System Troubleshooting

• Diagnose camera outages, door failures, and network connectivity issues.
• Identify root causes and implement appropriate repairs rather than relying solely on parts replacement.

CCTV Systems

• Experience with IP cameras, including Axis, Hanwha, Bosch, Hikvision, and Avigilon.
• Familiarity with video management systems (VMS), such as Genetec Security Center, Milestone, and Avigilon Control Center.
• Ability to configure cameras, adjust lenses, and perform firmware updates.

Access Control Systems

• Experience with panel-based systems, including Mercury boards and Lenel equipment.
• Ability to troubleshoot card readers, electric strikes, magnetic locks, and request-to-exit (REX) devices.
• Familiarity with platforms such as LenelS2 OnGuard or C•CURE 9000.

Networking Fundamentals

• Working knowledge of IP addressing, VLANs, Power over Ethernet (PoE), and network switches.
• Ability to collaborate effectively with customer IT teams to resolve system and connectivity issues.

Low-Voltage Electrical Knowledge

• Ability to read and interpret wiring diagrams.
• Proficiency using multimeters.
• Understanding of relay logic and equipment power requirements.

Required Qualifications

• 3–7 years of experience working with low-voltage or electronic security systems.
• Hands-on experience servicing and troubleshooting systems beyond installation alone.
• Ability to work independently in the field.
• Experience servicing systems in active customer environments, such as hospitals and schools.

Preferred Certifications

• Manufacturer certifications from Genetec, LenelS2, Axis, Avigilon, Bosch, DMP, or similar manufacturers.

Field Requirements

• Valid driver’s license and ability to travel daily to customer sites.
• Ability to climb ladders and work from lifts.
• Ability to work in ceiling spaces and telecommunications rooms, including IDFs and MDFs.
• Ability to lift approximately 50 pounds.