Service Support Technician

Remote Services Technician I

Be the front line of smart security & technical support! The Remote Services Technician I plays a critical role in keeping our security and monitoring systems running smoothly. In this customer-facing, technical support position, you'll serve as the first point of contact for technicians and clientstroubleshooting network video recorders, cameras, audio devices, and basic networking issues while delivering a calm, professional experience. You'll take ownership of issues from intake through resolution, collaborate closely with internal teams, and escalate thoughtfully when needed.

This role is ideal for someone who enjoys problem-solving, communicating clearly under pressure, and working as part of a highly connected remote team. Comprehensive training is provided, setting you up for success and long-term growth in a fast-paced technical environment.

What's in it for you:

• Competitive salary: $24 / hr
• Work site location: Addison, TX
• Set schedule: 7am-7pm CST (9am-6pm shift or 10am-7pm shift)
• Flexibility is essential, as team members must be available to work nights, weekends, and holidays as needed.
• Overtime may be required based on business needs.
• Comprehensive benefits: medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.
• Career growth: career growth opportunities at ECAM

Your responsibilities as position title:

• Answer, process, and document incoming calls from technicians and customers.
• Execute troubleshooting steps, ask clarifying questions, and identify root causes of concerns.
• Maintain effective call/ticket ownership, ensuring timely resolutions and ongoing communication on issues.
• Comply with corporate and departmental policies and procedures.
• Assist the Project Management team in setting up new accounts for monitoring.
• Address more straightforward technical problems, including troubleshooting basic IP cameras, networking issues, and audio units.
• Escalate issues to higher-tier specialists or field service dispatch when necessary.
• Provide guidance to field technicians over the phone.
• Collaborate with customer/3rd party personnel to resolve internal network issues.
• Participate in special projects and perform additional duties as required.
• Work closely with a team for daily tasks, remaining constantly in communication via voice chat.
• Manage time efficiently, organize and prioritize tasks, and demonstrate ownership in a remote professional arrangement.
• Maintain confidentiality and express understanding/empathy toward clients and their situations.
• Utilize active listening skills, probing and troubleshooting questions, and creative problem-solving for first-contact resolution.
• Demonstrate excellent writing, interpersonal, and communication skills.
• Perform other duties as required

Your qualifications:

• Authorized to work in the United States
• Able to pass an extensive screening process
• High School Degree or GED required.
• Preferred: Graduates of an Associate's Degree in Information Technology, Computer, Engineering, or Business.
• Professional Technology Certifications (Microsoft, ITIL, CompTIA, Cisco, etc.) are highly desirable.
• Minimum of 1-2 years of working experience in a technology role, preferably with basic technical support experience.
• Experience in CCTV with IP Cameras, VMS Systems, and network appliances is beneficial.
• Knowledge of monitoring systems such as Zabbix, Prometheus, etc.
• Familiarity with Remote Troubleshooting tools (VNC, TeamViewer, Splashtop).
• Experience with a ticketing system

Your skills and competencies:

• Technical Troubleshooting Fundamentals
• Customer Communication & Professionalism
• Issue Ownership & Follow-Through
• Time Management & Remote Work Discipline
• Collaboration & Escalation Judgment

ECAM: Safeguarding Sites with Innovation

ECAM is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAM protects construction sites, commercial properties, and critical infrastructure with cutting-edge mobile surveillance units, AI-driven monitoring, and professional guard services. Their integrated approach helps clients reduce risk, prevent loss, and maintain peace of mind24/7.

It is the policy of ECAM to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, ECAM complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training. It is also the policy of ECAM not to honor requests that employees be assigned on the basis of sex or any other classification protected by law, unless such request is based on a bona fide occupational qualification for that assignment.