[Remote] Remote Service Technician

Note: The job is a remote job and is open to candidates in USA. ECAM is a leader in security technology and remote surveillance. The Remote Services Technician I plays a critical role in keeping security and monitoring systems running smoothly, serving as the first point of contact for troubleshooting and providing technical support to clients and technicians.

Responsibilities

• 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

Skills

• Authorized to work in the United States
• Able to pass an extensive screening process
• High School Degree or GED required
• Minimum of 1-2 years of working experience in a technology role, preferably with basic technical support experience
• Experience with a ticketing system
• Graduates of a Associate's Degree in Information Technology, Computer, Engineering, or Business
• Professional Technology Certifications (Microsoft, ITIL, CompTIA, Cisco, etc.) are highly desirable
• 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)

Benefits

• Medical, dental, and vision insurance plans
• 401(k) with employer matching contributions
• Paid time off (PTO) policy
• Paid holidays
• Disability coverage
• Life insurance options

Company Overview