[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.ResponsibilitiesAnswer, process, and document incoming calls from technicians and customersExecute troubleshooting steps, ask clarifying questions, and identify root causes of concernsMaintain effective call/ticket ownership, ensuring timely resolutions and ongoing communication on issuesComply with corporate and departmental policies and proceduresAssist the Project Management team in setting up new accounts for monitoringAddress more straightforward technical problems, including troubleshooting basic IP cameras, networking issues, and audio unitsEscalate issues to higher-tier specialists or field service dispatch when necessaryProvide guidance to field technicians over the phoneCollaborate with customer/3rd party personnel to resolve internal network issuesParticipate in special projects and perform additional duties as requiredWork closely with a team for daily tasks, remaining constantly in communication via voice chatManage time efficiently, organize and prioritize tasks, and demonstrate ownership in a remote professional arrangementMaintain confidentiality and express understanding/empathy toward clients and their situationsUtilize active listening skills, probing and troubleshooting questions, and creative problem-solving for first-contact resolutionDemonstrate excellent writing, interpersonal, and communication skillsPerform other duties as requiredSkillsAuthorized to work in the United StatesAble to pass an extensive screening processHigh School Degree or GED requiredMinimum of 1-2 years of working experience in a technology role, preferably with basic technical support experienceExperience with a ticketing systemGraduates of a Associate's Degree in Information Technology, Computer, Engineering, or BusinessProfessional Technology Certifications (Microsoft, ITIL, CompTIA, Cisco, etc.) are highly desirableExperience in CCTV with IP Cameras, VMS Systems, and network appliances is beneficialKnowledge of monitoring systems such as Zabbix, Prometheus, etcFamiliarity with Remote Troubleshooting tools (VNC, TeamViewer, Splashtop)BenefitsMedical, dental, and vision insurance plans401(k) with employer matching contributionsPaid time off (PTO) policyPaid holidaysDisability coverageLife insurance optionsCompany OverviewECAM, a GardaWorld company, delivers proactive video monitoring and surveillance at unmatched scale. It was founded in undefined, and is headquartered in Addison, Texas, US, with a workforce of 1001-5000 employees. Its website is http://ecam.com.



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