Role Description The Level 2 Security Technical Support position exists within Interface’s Customer Support Organization centered around Security Lifecycle Support. This role focuses on providing fault isolation, repair, and service restoration while delivering first-class service for clients. - Support for complex networks, including Analog and IP-based Business Security services such as CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion. - Engage directly with customers as required, demonstrating expertise in Business Security device configurations. - Provide real-time support through various channels including ticket management applications, email, chat, and phone. - Key functions include supporting security incidents that could not be resolved by Level 1 support teams. - Work with two remote openings available with the following schedules: - Tuesday–Saturday, 9:00 AM – 6:00 PM (Sunday and Monday off) - Sunday & Monday: 11:00 AM – 8:00 PM; Tuesday–Thursday: 10:30 AM – 7:30 PM (Friday and Saturday off) Qualifications - Minimum of 1-2 years of practical experience with a technology service provider, providing technical support to Field Technicians and Customers. - Experience troubleshooting and repairing CCTV, Video, Two-Way Audio, Fire, Access Control, and Intrusion is a plus. - Working and practical knowledge of low-voltage installation and support is a plus. - Honeywell, DMP, and Bosch training and/or certification is preferred. Requirements - Ability to lead and manage effective technical communication cycles, both verbal and written. - Engage with a diverse internal and external audience, including technical personnel, management, operations, support, and field resources. - Execute and/or guide logical security fault isolation practices with clients. - Build and maintain enterprise-level client relationships. - Maintain contractual Service Level Agreements and conduct root cause analysis as needed. - Recognize, identify, and prioritize support incidents according to client business requirements. - Work with cross-functional teams to drive expedient fault isolation diagnosis & resolution. - Act as a second point of contact for Customer and Field Engineer channels for various lines of business. - Maintain a thorough understanding of Security fundamentals, associated platforms, devices, and configurations. - Respond to inquiries from staff and outside vendors to provide technical assistance and support. - Analyze open cases and chronic locations for troubleshooting security services. - Proactively manage problem management by applying logical processes for fault isolation and resolution. - Demonstrate technical proficiency with Fire Systems, Access Control, and CCTV. - Work schedule flexibility, including weekend and off-hours support as required. Company Description Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to any characteristic protected by law. If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com.