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 SystemsExperience 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 SystemsExperience 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 Qualifications3–7 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.
