Technical Support Representative II

Position Summary The Technical Support Representative II provides advanced technical support for electronic security systems, serving as the primary escalation point for Tier I representatives. This position is responsible for troubleshooting more complex intrusion, access control, and CCTV systems, coordinating service activities with field technicians and subcontractors, and ensuring customer issues are resolved efficiently. The Technical Support Representative II works closely with customers, manufacturers, and internal teams to provide exceptional technical support and maintain high levels of customer satisfaction. Essential Duties and Responsibilities Provide advanced remote technical support for intrusion, access control, CCTV, and integrated security systems. Serve as the primary escalation point for technical issues that cannot be resolved by Tier I Technical Support Representatives. Troubleshoot and resolve complex system programming, hardware, software, networking, and communication issues. Provide real-time technical assistance and guidance to field technicians during service calls and installations. Coordinate and manage subcontractors for service calls Monitor subcontractor progress and follow up to ensure work is completed accurately and on schedule. Perform advanced system programming, configuration, and remote diagnostics. Conduct remote customer support sessions to diagnose and resolve technical issues. Review service tickets for accuracy, ensure proper documentation, and maintain timely follow-up with customers. Coordinate with Scheduling to dispatch technicians when onsite service is required. Work directly with manufacturer technical support to resolve complex technical issues. Maintain detailed documentation of troubleshooting steps, programming changes, and service resolutions. Assist with system upgrades, expansions, and customer enhancement opportunities. Mentor and provide technical guidance to Tier I Technical Support Representatives. Participate in continuous training to maintain expertise on new products, software, and security technologies. Qualifications High school diploma or equivalent required; technical training or industry certifications preferred. Minimum of 2–3 years of experience supporting electronic security, access control, intrusion, or CCTV systems. Advanced knowledge of security system programming, troubleshooting, and networking concepts. Strong understanding of access control, video surveillance, intrusion alarm systems, and remote diagnostics. Excellent analytical, problem-solving, and customer service skills. Ability to prioritize multiple projects while maintaining attention to detail. Strong verbal and written communication skills. Proficient with Microsoft Office and service management software. Key Competencies Advanced Technical Troubleshooting Intrusion Alarm Systems Access Control Systems CCTV & Video Surveillance Customer Service Technical Documentation Subcontractor Coordination Project Coordination Problem Solving Communication Teamwork & Mentoring Organization and Time Management