Remote Services Technician

Position Summary

The Remote Services Technician is a key contributor responsible for the routine maintenance and configuration of Network Video Recorders, cameras, audio devices, and networking equipment. This role involves troubleshooting issues, collaborating with customers and technicians, and providing guidance. In-depth training is provided to ensure expertise in all job responsibilities.

** This is an in-person position at our Dallas office **

Duties & Responsibilities

• Answer, process, and document incoming calls from technicians and customers.
• Execute advanced troubleshooting steps, ask clarifying questions, and identify root causes of concerns.
• Maintain effective call/ticket ownership, ensuring timely resolutions and ongoing communication on complex issues.
• Ensure compliance with corporate and departmental policies and procedures.
• Assist the Project Management team in preparing new accounts for monitoring.
• Handle complex problems, including troubleshooting IP cameras, networking (wired/wireless) issues, audio units, network video recorders, servers, and power controllers.
• Escalate issues to higher-tier specialists or field service dispatch when necessary.
• Provide expert instruction to field technicians over the phone.
• Collaborate with customer/3rd party personnel to resolve internal network issues.
• Participate in special projects and perform other duties as required.
• Work closely with a team for daily tasks, remaining in constant communication via voice chat.
• Demonstrate the ability to manage time, organize and prioritize tasks, and exhibit 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, thorough problem-solving with a target for first contact resolution.
• Demonstrate excellent writing, interpersonal, and communication skills.
• Ability to handle stress and adapt to change.
• Ability to ask for assistance in a timely and prepared manner.

Qualifications

• High School Degree or GED required.
• Graduates of a Bachelor’s Degree in Information Technology, Computer, Engineering, or Business.
• Professional Technology Certifications (Microsoft, ITIL, CompTIA, Cisco, etc.) are highly desirable.
• Applicants with 3 years (or more) of working experience in a similar technology role, preferably with advanced technical support experience in Help Desk / Service Desk supporting Remote Services.
• 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).
• Experience with a ticketing system, preferably Freshworks, Field Service Lightning, or a similar ITIL-enabled helpdesk platform.

Core Competencies

• Advanced knowledge of network concepts and architectures.
• Extensive experience with IP Camera systems, networking and TCP/IP, multi-subnet networks, port forwarding, router configuration, and wireless networking.
• Proficient in network troubleshooting, tools, and commands.
• Experience with IP and/or analog-based CCTV equipment.
• Previous technical support experience is preferred.
• Experience with computer/software/network troubleshooting is preferred.
• Experience with wireless point-to-point equipment is preferred.
• Strong verbal and written communication skills for varied audiences; able to explain technical solutions to technical and non-technical clients.
• Basic knowledge of computer hardware and networks; with the ability to increase this knowledge.
• Working knowledge of Microsoft Windows OS.
• Working knowledge of Microsoft Word, Microsoft Excel, Microsoft Teams, and other MS Office Products is a plus.
• Working knowledge of Microsoft Desktop is helpful.
• Candidate must be able to pass a background investigation -- no criminal records.
• Highly effective communication and customer service skills that can build strong relationships with peers, colleagues, customers.
• Must be a team player and flexible to adapt to an environment that constantly changes. Ability to solve complex problems and interpret instructions.
• Computer savvy and shows keen interest in learning about new technologies in a fast-paced working environment.
• Can create reports and have presentation skills.

Working Conditions

• Office environment
• Flexibility in work schedule

Stealth Monitoring does not unlawfully discriminate on the basis of race, color, creed, religion, gender (including pregnancy or related medical conditions), national origin, ancestry, age, physical or mental disability, medical condition including genetic characteristics, family care status, veteran status, marital status, sexual orientation, gender identity or gender expression, or any other consideration made unlawful by federal, state, or local laws.