About this role

Own technician success by delivering accurate diagnostics, correct parts selection, and clearly defined, executable scopes of work supported by complete, relevant documentation.
Assess and prioritize Service Requests (SRs) based on severity, customer impact, business priorities, and established organizational policies.
Drive SLA compliance by analyzing service outliers, executing root cause analysis, and delivering targeted corrective and preventative actions.
Collaborate with STS L1 and L2 leadership to identify and remediate process, coaching, or training deficiencies tied to invalid escalations.
Provide advanced technical support and troubleshooting guidance to field technicians by chat and phone.

Minimum of two (2) years of experience as a Field Technician or Help Desk Agent
Demonstrated expertise in installing, servicing, supporting, troubleshooting, and programming Access Control systems, Business Intelligence Solutions, CCTV/VMS (both IP and analog), Intrusion and Fire Alarm Systems, and Two-Way Audio solutions.
Experience and hands-on knowledge with low-voltage and support, including wiring, serial polling loops, inputs, and outputs.
Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, customers, vendors, and executive management.
Experience utilizing Microsoft Office software tools, with ability to type quickly and accurately (at least 20 wpm, ideally 30+ wpm).

Customer Support Coordinator – Level 2 Support, Access Control, CCTV, Intrusion

Key skills