Role Description This role exists to ensure that Amano McGann has a streamlined and effective customer support intake experience by quickly responding to inquiries, triaging and validating new tickets, and directing each request to the correct team. By routing product‑specific, damaged‑equipment, and consumable‑order cases efficiently, the role reduces customer downtime and ensures timely, balanced support across the team. Qualifications - Team player with the ability to work independently of and cooperatively with others - Strong judgment in handling sensitive or complex situations - Effective communication skills - Skilled in using the Microsoft Office 365 applications - A 2-year technical degree or equivalent experience is preferred Requirements - Ensure that incoming calls to the phone queue are answered and that Jira Parking Support PS tickets are created in response to the call, or the caller is politely redirected if the question isn’t for Customer Support. - Conduct timely triage of newly created tickets to accelerate case progression, identifying when additional information is required versus when a ticket is ready for assignment. - Validate customer entitlement early in the process to prevent downstream delays by confirming warranty status, support coverage (Now/ONECare), and required purchase orders before work proceeds. - Directly dispatch legacy product‑specific issues (iParc/Pro+, AMG, Overture, standalone equipment) to the appropriate AMI branch. - Minimize equipment downtime by immediately routing tickets involving vandalized or physically broken hardware to the responsible AMI branch for expedited action. - Streamline consumable‑order requests by identifying them quickly, directing customers to the correct ordering resources, and closing the ticket so fulfillment can move forward without delay. - Ensure balanced workloads and timely responses by assigning validated tickets to the appropriate Support Analyst or Engineer based on skillset and priority. - Adherence to Amano McGann’s core values. - Additional duties as assigned. Benefits - This position is primarily performed in a remote home‑office environment and requires a reliable, professional workspace with stable high‑speed internet. - Working from a local AMI office may occasionally be required. - Work primarily involves computer‑based tasks, phone communication, and collaboration using digital tools. - The role operates in a fast‑paced support setting with frequent multitasking, inbound customer calls, and time‑sensitive ticket triage. - Standard business hours apply, with occasional flexibility required during periods of high call volume or urgent customer needs. - The employee must be able to independently manage time, prioritize incoming work, and maintain a professional demeanor in all customer and internal interactions. - The position requires extended periods of sitting while working at a computer and handling phone‑based support. - Regular use of hands is necessary for typing, navigating software systems, and operating a headset or other office equipment. - The employee must possess clear verbal communication skills, strong listening ability, and sufficient visual acuity to review detailed digital information on a computer screen. - Minimal physical exertion is required aside from the ability to lift or move light office items (up to 10 lbs). - A workspace free from excessive noise and distractions is essential to ensure effective and professional customer communication.

• Diagnose and troubleshoot issues to provide advanced technical solutions, guidance and assistance to resolve complex technical issues • Collaborate with other departments and stakeholders for product development, troubleshooting, new implementations and quality assurance • Communicate effectively with internal and external stakeholders to find the best resolutions • Support projects within product development and escalate all critical issues to management • Monitor and analyze IT tickets, resolution times, and internal feedback to ensure quality assurance • Respond to tickets in the queue in a timely manner and escalate if needed • Train and mentor more junior members of the team • Identify key areas of improvement in workflows and propose solutions • Recommend new solutions based on data, and create new support procedures to streamline the team • Document and share solutions, FAQs, and best practices to internal stakeholders and team members • Identify gaps in IT procedures and systems by analyzing data, metrics, and current procedures across the firm

Job DetailsJob Location: Remote - Work from HomeNorthland Controls is seeking a well-qualified Automated Access Control Systems (AACS) Support Application Engineer. We are seeking a highly skilled Automated Access Control Systems (AACS) Support Application Engineer to support, maintain, and enhance enterprise access control systems and integrations. This role focuses on LenelS2 OnGuard and related technologies, ensuring reliable and secure system operations across the organization. You will play a key role in incident response, troubleshooting, change execution, and lab validation while partnering with engineering, infrastructure, and operations teams to support a safe and compliant access control environment. What type of candidate Northland is looking for. We strive to find the right kind of people, who respect the Northland way; they will emphasize taking on challenges, working hard, learning fast, and maintaining embracing accountability, all while having fun! Our culture and team are our strongest assets. We want to employ happy people, who bring a positive and energetic attitude to not only their work and the work environment. What you will love about this job. You will be working for an amazing company in a challenging environment that employs the most exceptional type of people. What You’ll Do Triage and resolve incidents and service requests across access control applications and integrations Own operational tickets end-to-end with clear updates, prioritization, and categorization Follow runbooks to restore service and minimize business disruption Collect logs, configurations, and technical evidence for troubleshooting and root cause analysis Execute approved changes including service restarts, certificate updates, and maintenance tasks Support change execution aligned with enterprise change management practices Troubleshoot integrations including monitoring, identity systems, and reporting tools Coordinate escalations with engineering teams, vendors, and system owners Maintain SOPs, runbooks, troubleshooting guides, and documentation Support and maintain the AACS lab environment for testing and validation Reproduce production issues in lab environments and document findings Assist with testing, validation, and rollout of patches, upgrades, and configuration changes Contribute to operational readiness activities and deployment support Provide Tier 2 and Tier 3 technical support What You Bring 5+ years of experience in the security or access control industry Hands-on experience with enterprise physical access control systems (LenelS2 OnGuard preferred) Strong understanding of IT networking (LAN/WAN, firewalls, internet/intranet) Experience with troubleshooting, diagnostics, and log analysis Familiarity with tools such as Jira, Confluence, or SharePoint Strong communication, organization, and customer service skills Ability to manage multiple priorities effectively Strong documentation and problem-solving capabilities Required Qualifications Bachelor’s degree in Engineering, Technology, or related field (or equivalent experience) Experience supporting enterprise access control systems Experience with change management and operational documentation Valid driver’s license Preferred Qualifications Lenel certification or equivalent platform expertise Experience supporting lab environments for testing and validation Knowledge of certificate management and application maintenance Understanding of integrations (identity systems, monitoring tools, reporting platforms) Familiarity with Windows operating systems and Microsoft Office tools Travel Up to 20% travel for certifications, testing, and system commissioning Work Authorization Must be authorized to work in the United States What Northland Does Northland is a world-class global security integrator with offices in the United States, United Kingdom, Singapore, China and India. We specialize in design, build, integration, and management of high-end Lenel, Software House, S2 global enterprise security systems which include 6 out of 10 of the largest hi-tech companies in Silicon Valley. We are responsible for single card reader installations in some of the most remote parts of the world, all the way through to the design, deployment and management of large enterprise systems managing up to 300 corporate offices in over 70 countries including datacenters and multi-faceted security operations centers. With 250 highly trained professionals, all program management, project management, system design, system programming, testing and commissioning is carried out by Northland Controls experts to ensure we deliver the right solution, to the right standard, every time, anywhere in the world. In addition, Northland is supported by a network of over 100 in-country local service partners (LSPs) across the world who partner with Northland to deliver unparalleled world class services to our enterprise customers. We are trusted to get the job done no matter what. Through word-of-mouth our elite list of customers has rewarded us with phenomenal growth from $1M to $70M in 10 years’. To achieve this, we are always interested in the very best people who share our core values and beliefs and will “do whatever it takes” to enable our customers to realize their goals. We will take on difficult challenges regardless of where they may lead us, and we will always take the most honorable route to get there. Northland Values Be Honorable Our People Take on Challenges Do Whatever it Takes Have Fun Northland Controls is an equal employment opportunity employer, discrimination is prohibited. Qualifications

• Collect and perform analysis on complex information from system users to formulate the scope and objectives of the system. • Prepare complex flow charts, models, and procedures. • Conduct feasibility studies to design possible system solutions. • Conduct complex form design and layout activities. • Prepare systems specifications. • Develop technical documentation to guide system users and to assist with the ongoing operation, maintenance, and development of systems. • Perform detailed analysis and systems designs. • Perform additional duties as assigned. • May coach and provide guidance to less experienced professionals. • May serve as a team or task lead.