Technical Solutions Engineer

Job Description: Technical Solutions Engineer

Supervisor: Service Operations Manager

Position Summary:

AT&I Systems is seeking a highly skilled, customer-focused Technical Solutions Engineer to join our growing team. This position combines advanced IT and networking expertise with customer education, proactive system management, and hands-on technical support for our installation and service departments.

The Technical Solutions Engineer will play a critical role in ensuring our customers understand, effectively utilize, and maximize the capabilities of their security systems. This individual will conduct customer training, configure and optimize system alerts, perform annual technical reviews with key accounts, and serve as an advanced technical resource for both our service and installation teams.

The ideal candidate will possess a strong background in IT infrastructure, networking, cloud technologies, and technical troubleshooting, along with excellent communication and customer service skills.

Prior physical security industry experience is not required. We are looking for someone with exceptional IT skills, a passion for technology, and a willingness to learn. AT&I will provide the necessary training on our physical security platforms and solutions.

Customer Training & Technical Engagement

• Conduct comprehensive technical training for customers following new installations, system upgrades, and expansions.
• Educate customer administrators and end users on system functionality, best practices, and advanced features.
• Serve as a trusted technical resource, helping customers maximize the value of their security technology investments.
• Develop and maintain customer training materials, technical guides, and documentation.
• Provide additional training as customers introduce new personnel or expand their systems.

System Configuration, Alerts & Customer Reviews

• Configure, test, and optimize system alerts, notifications, and event-based rules for newly installed customer systems.
• Work with customers to understand their operational needs and establish appropriate alert configurations.
• Conduct annual technical reviews with AT&Is largest customers to evaluate system functionality, alert settings, configurations, and overall system effectiveness.
• Recommend adjustments to improve performance, reduce unnecessary notifications, and enhance the customer experience.
• Identify opportunities to leverage additional system capabilities, features, and technologies.
• Coordinate recommended system changes with customers and internal technical teams.

Service Department Technical Support

• Serve as an advanced technical resource for AT&Is service department, assisting with complex troubleshooting and escalated technical issues.
• Provide expertise in networking, connectivity, cloud platforms, software configurations, and system integrations.
• Assist service technicians with diagnosing and resolving difficult or recurring technical problems.
• Work directly with manufacturers and technology partners to resolve advanced technical issues.
• Develop troubleshooting documentation and share technical knowledge to improve service department capabilities.
• Assist in identifying recurring service issues and implementing long-term corrective solutions.

Field Technical Support

• Provide onsite technical assistance to AT&Is installation and service teams as needed.
• Serve as an escalation resource for complex technical issues that cannot be resolved remotely.
• Troubleshoot networking, connectivity, system configuration, software integration, and equipment-related problems at customer locations.
• Assist installation technicians with advanced system programming, configuration, testing, and commissioning.
• Support service technicians in diagnosing and resolving difficult technical issues in the field.
• Participate in onsite customer training, system optimization, and technical reviews when appropriate.
• Provide hands-on technical support during critical installations, system upgrades, and customer escalations.

Installation & Service Coordination

• Serve as a technical liaison between AT&Is installation and service departments to ensure seamless project transitions.
• Review technical configurations and documentation for newly completed installations.
• Help ensure that system settings, administrative access, network configurations, and other critical technical information are properly documented and transferred to the service department.
• Collaborate with installation and service leadership to improve technical procedures, system standards, and operational efficiency.
• Identify and help resolve technical challenges discovered during installation or following project completion.

Internal Technical Support & Development

• Provide technical assistance to AT&Is internal installation technical team as needed.
• Support advanced system configurations, network troubleshooting, software integrations, and other technical requirements.
• Assist in developing and maintaining technical standards, best practices, and documentation.
• Stay current with emerging technologies, manufacturer updates, and new capabilities within AT&Is product portfolio.
• Participate in manufacturer training and certification programs.
• Share technical knowledge with installation and service personnel to strengthen overall team capabilities.

Required Qualifications

• Strong professional background in information technology, networking, systems administration, or a related technical discipline.
• Minimum 4–5 years of hands-on experience in IT support, network administration, systems engineering, or a similar technical role preferred.
• Strong understanding of TCP/IP networking, VLANs, DHCP, DNS, routing, switching, firewalls, VPNs, and network troubleshooting.
• Experience supporting cloud-based platforms, connected devices, and web-based administration tools.
• Experience troubleshooting physical network infrastructure, including switches, PoE devices, cabling, and network-connected hardware.
• Strong analytical and troubleshooting skills with the ability to diagnose complex hardware, software, and connectivity issues.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to nontechnical audiences.
• Comfortable conducting customer training sessions and interacting directly with business professionals and IT personnel.
• Strong organizational skills and the ability to manage multiple priorities independently.
• Customer-focused mindset with a proactive approach to identifying and resolving problems.
• Willingness to learn physical security technologies, including video surveillance, access control, intrusion detection, and related systems.
• Ability and willingness to provide hands-on technical support at customer locations.
• Valid drivers license and ability to travel to customer sites as needed.

Preferred Qualifications

• Experience with enterprise networking equipment, including managed switches, firewalls, wireless networks, and cloud-managed infrastructure.
• Familiarity with network monitoring, system alerts, automation, and event-based notifications.
• Experience with SaaS platforms and cloud-based device management.
• IT certifications such as CompTIA Network+, Cisco CCNA, or equivalent practical experience.
• Experience delivering technical training to customers or internal teams.
• Familiarity with physical security platforms such as Verkada, Avigilon, or other IP-based security technologies is a plus, but not required.
• Experience supporting multiple customer environments or working for an IT managed services provider (MSP) is a plus.

Key Attributes

• Technically Strong: Possesses a deep understanding of IT systems and networking, with the ability to learn new technologies quickly.
• Customer-Focused: Enjoys working directly with customers and helping them understand and maximize their technology investments.
• Proactive: Identifies potential issues and opportunities for improvement before they become problems.
• Hands-On: Comfortable working both remotely and onsite to troubleshoot and resolve technical challenges.
• Collaborative: Works effectively across departments and helps bridge the gap between installation, service, and customer operations.
• Self-Motivated: Takes ownership of responsibilities, manages priorities effectively, and operates with minimal supervision.
• Strong Communicator: Can translate complex technical information into clear, practical guidance for customers and colleagues.

About AT&I Systems

Founded in 2005, AT&I Systems is an established and growing commercial security systems integrator serving customers throughout Florida and across the United States.

We specialize in delivering innovative, technology-driven security solutions, including AI-powered video security, access control, intrusion detection, visitor management, intercoms, and network infrastructure technologies.

Our commitment to technical excellence, exceptional customer service, and long-term customer relationships has helped make AT&I a trusted technology partner for organizations across multiple industries.

Company Benefits

• Competitive compensation based on experience
• Medical benefits
• 401(k) matching program
• Paid time off and company holidays
• Professional development and manufacturer certification opportunities
• Opportunity for career growth within an established and expanding technology company