Overview- The Access Control - Level 2 Security Technical Specialist , will be an integrated member of the Security Support and Services team. This individual will have a key role in responding immediately to customer service needs.
Job Title: Level 2 Security Technical Specialist
Department: Operations
Reports to: Manager, Security Services and Support
Experience: 5-7 years
Location: India-Remote
Job Overview:
The Level 2 Security Technical Specialist is responsible for providing customer and technical support for installed systems with moderate to advanced complexity. This role supports existing customers by responding to phone calls, emails, and chats as part of our customer support programs. Projects may include building implementations or smaller enterprise locations. The scope of work includes technical assistance, system validation for new and existing installations, troubleshooting, maintenance, repair routines associated with installed access control systems, and installation of both large and small projects.
Duties and Responsibilities:
- Identify and resolve issues for a wide range of service/implementation calls, including emergency and after-hours requests. Analyze repair needs and provide appropriate solutions; complete necessary changes while exercising judgment in selecting methods and techniques to achieve results.
- Complete accurate and detailed service reports for both customers and Genea in a timely manner to support accurate invoicing and job tracking within our ticketing system.
- Provide custom system integrations, system upgrade planning and execution, system audits and consultation, and/or database management and manipulation.
- Install, configure, and support HID and Mercury security systems and equipment for assigned projects.
- Use strong troubleshooting skills to isolate and resolve equipment or software malfunctions.
- Provide technical support to end users and integrators as needed.
- Seek guidance from more experienced team members when handling difficult or unique technical challenges.
- Perform root cause analysis on system incidents; propose and implement corrective and preventive actions.
- Collaborate regularly with team members to improve overall Customer Support operations and advance Genea’s mission.
- Other projects and responsibilities as assigned.
Qualifications:
- 5+ years of relevant experience in the security systems field preferred.
- 5+ years of experience and understanding of CCTV, access control, IT systems, and/or other electronic/low-voltage control systems.
- Associate degree or equivalent from a two-year college or technical school; 5–7 years of related experience/training; or an equivalent combination of education and experience.
- Prior experience with Lenel, Genetec, Software House (CCure), AMAG, ExacqVision, Avigilon, Meraki.
- Experience with remote management tools is a plus. Knowledge of basic TCP/IP networking and Windows environments is ideal.
- Knowledge of serial communication (RS232, RS485).
- Strong customer focus and ability to work under pressure; proactively seeks to meet customer needs.
- Solid technical skills and experience with CCTV, fire alarm, and security systems.
- Programming skills and a proven ability to troubleshoot and resolve issues.
- Self-motivated and able to work independently with minimal supervision.
- Strong troubleshooting and critical thinking abilities.
- Excellent written and verbal communication skills.
- Previous experience in user support or customer service is preferred.
- Proficient in Adobe Acrobat, MS Word, Excel, and Outlook.
Perks and benefits we offer:
✨Work Your Way: Enjoy a flexible working environment that suits your lifestyle.
✨Time Off: 24 days of PTO and 10 holidays to unwind and pursue your passions.
✨Comprehensive Leave Options: Including maternity, paternity, adoption, wedding, and bereavement leaves to support you during important life events.
✨ Health & Safety First: Benefit from family health insurance and personal accident coverage beyond your CTC.
✨Top Workplace Honors: Celebrated as a Top Workplace from 2021 to 2025.(5yrs)
✨Balanced Workweek: Embrace a balanced life with our 5-day work schedule
