Remote Services Technician

Prosegur is a world leader in the private security industry. Through its USA business lines —Prosegur Guarding, Technology, Global Risk and Cyber Consulting— it offers companies and businesses total security that they can trust, based on the most advanced solutions in the market.

We are in a constant state of growth and require a Service Coordinator to handle all field service requests/programs for our largest customers.

The Remote Services Technician is a key contributor responsible for the routine maintenance and configuration of Access Control Systems and Video Surveillance Systems. This role involves initial system programming, troubleshooting issues, collaborating with customers and technicians, and providing guidance. In-depth training is provided to ensure expertise in all job responsibilities.

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 installations and monitoring.
• Handle complex Install/Service problems, including troubleshooting IP cameras, networking (wired/wireless) issues, audio units, network video recorders, servers, panels 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 teams 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 Access control and CCTV with IP Cameras, VMS Systems, and network appliances is required.
• Knowledge of video monitoring through an iSOC.
• Familiarity with Remote Troubleshooting tools (Screen Connect, TeamViewer,).
• Experience with a ticketing system and tracking time and job notes.

Core Competencies

• Advanced knowledge of network concepts and architectures.
• Extensive experience with Access Control Systems, 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.
• 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.

Prosegur is an equal opportunity employer and values diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, the status of being transgender, sexual orientation, age, marital status, veteran status, or disability status.