Remote Support Technician - SOC in Charlotte, NC at Securitas Security Services USA

Date Posted: 8/31/2018

Job Snapshot

Job Description

Job Code: 84886406464

Category: Technician

JOB SUMMARY (Description): Directly responsible for remote support of video surveillance system deployments, system troubleshooting and technical support (not an inclusive list).  Sets up, configures, tests, implements, supports and maintains new and existing Securitas surveillance systems and services.  Tracks and prepares detailed specifications, diagrams, and documentation supporting these systems.  Provides first level technical support for IT Telecommunications and Network infrastructure components located at the Securitas Operations Center (SOC) as well as end user workstations.  Interface with IT technical teams, integrators and field office personnel.  Monitors the operation of surveillance systems and interfaces with vendors as needed.


  1. Support Securitas’ Solutions Support Team to include remote set up / configuration, troubleshooting and maintenance of security systems.
  2. Maintain high level of programming knowledge in IP Video Surveillance Systems, Access Control systems and related technologies.
  3. Provide hands-on support for computer room IT equipment to include servers, switches, routers and vendor CPE equipment.
  4. Provide desktop support for support center personnel.
  5. Execute Help Desk tickets in support of all requirements for the SOC and remote surveillance installations.
  6. Learn all surveillance center backbone applications and obtain certifications to be able to interface with vendors, configure new systems, trouble-shoot issues and to provide applications support.
  7. Monitor WAN links (MPLS, Internet, Voice, etc…) and associated hardware.
  8. Interface with communication’s service providers/equipment vendors to report trouble and to trouble-shoot problems and ensure WAN is performing optimally.
  9. Maintain up-to-date firmware/software/maintenance releases.
  10. Provide 24/7 on call availability.
  11. Interface with voice, telecommunications and network personnel in support of hardware, services, and vendors as needed.
  12. Prepare, monitor, and manage projects and project plans and provide training where required.
  13. Support special projects, as needed
  14. Complete other tasks as assigned

Job Requirements


  • Bachelor’s Degree and 1-2 years related experience, or an equivalent combination of education and experience sufficient to perform the essential function of the job, as determined by the company.
  • Experience with various security system platforms and related equipment including but not limited to NVR’s, cameras, access control systems, monitoring center software (Avigilon, Milestone Exacq Vision, Lenel, IMMIX)  a plus
  • Experience supporting and trouble-shooting a Windows environment and workstations.
  • Experience with voice and data telecommunications services and providers.
  • A general understanding of IP addressing.
  • Ability to write technical documentation.
  • Ability to organize and perform job duties within a constantly changing environment.
  • Ability to interact with and oversee vendors.
  • Ability to manage projects and resources to satisfactory completion.
  • Experience with Cisco networking equipment (routers and switches) a plus
  • A+, MCP, CCNA, CCSA a plus
  • Ability to analyze data and services and make appropriate recommendations to improve service/reduce cost

Competencies (as demonstrated through experience, training, and/or testing):

  • Ability to effectively troubleshoot and accurately resolve problems
  • General knowledge in Microsoft Office Programs including, but not limited to: MS Word, MS Excel, MS Outlook
  • Operational knowledge of basic office equipment including telephones, fax machines,  printers, and copiers
  • Familiarity with standard office procedures and practices
  • Excellent planning, organization and time management skills
  • Ability to carry out multiple assignments concurrently
  • Skill in clear and concise oral and written communication
  • Outstanding interpersonal skills
  • Strong customer service and results orientation
  • Ability to interact effectively at all levels and across diverse cultures
  • Ability to be an effective team member and handle project assignments responsibly
  • Ability to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form
  • A willingness to learn is essential as the position adapts to changes in the organization

Working Conditions and Physical/Mental Demands

With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions.  In addition to other demands, the demands of the job include:

  • Maintaining composure in dealing with authorities, executives, clients, staff and the public, occasionally under conditions of urgency and in pressure situations
  • Must undergo and meet company standards for background and reference checks, controlled substance testing, and behavioral selection survey
  • Handling and being exposed to sensitive and confidential information
  • Required ability to handle multiple tasks concurrently
  • Computer usage
  • Regular talking and hearing
  • Close vision, distance vision, and ability to adjust focus
  • Frequent sitting, standing and walking, any of which may be required for long periods of time, and may involve climbing stairs and walking up inclines
  • Frequent lifting and/or moving up to 20 pounds and occasional lifting and/or moving of 50 pounds or more
  • Must be able to work a flexible schedule and additional hours