Low Voltage Support Engineer

Technical Support — Security Systems
Two openings: Tier 1 Support · Tier 2 / Tier 3 Support
About These Roles
We design, deploy, and support security and low voltage systems across commercial, residential, and municipal client sites — video surveillance, access control, intrusion, video monitoring, and the networks that carry all of it.
We are hiring two remote technical support roles. Both configure and troubleshoot live systems. The difference is depth: Tier 1 owns device and platform configuration to standard, and Tier 2/3 owns architecture, networking, escalated troubleshooting, and the technical calls that Tier 1 escalates.
Both roles are fully remote. Configuration, programming, onboarding, and troubleshooting are performed remotely in support of installation teams working on site. Occasional travel may be required for commissioning or complex turnover.
If you are strong on devices but light on networking, apply for Tier 1.
If you can hold your own on subnetting, VLANs, point-to-point links, and system architecture, apply for Tier 2/3.
Systems and Platforms We Work With
You will not know all of these on day one. We list them so you know what the work actually involves and where your experience lines up.
Cameras and Video Surveillance
Hanwha, Axis, Digital Watchdog, Uniview, and comparable IP camera lines. Fixed, PTZ, multi-sensor, thermal, and LPR applications. Full configuration: addressing, streaming profiles, compression, exposure and image tuning, motion and analytics settings, time sync, firmware, and credential hardening.
Video Management Systems
DW Spectrum, Wisenet WAVE, and comparable VMS platforms. Camera onboarding, user and permission structures, recording schedules, retention and storage configuration, server health, licensing, and playback and export workflows.
Video Monitoring and Central Station
Immix and comparable central station monitoring platforms, plus camera-to-central bridges. Site and account setup, camera mapping, event and alarm rule configuration, arming schedules, video verification paths, and end-to-end signal path testing through to monitoring center presentation.
Video Analytics
AI and rules-based analytics platforms including server-based detection, cloud analytics, and camera-edge analytics. Detection zone and rule configuration, sensitivity tuning, false alarm reduction, and integration into the alarm pipeline.
Access Control
Brivo, PDK, and comparable cloud and on-premise access platforms. Electrified hardware including Dormakaba, ASSA ABLOY, and standard strike, maglock, and mortise applications. Door, reader, credential, schedule, group, and user configuration; controller and panel setup; and integration with video and intrusion.
Intrusion and Burglar Alarm
Ajax and comparable intrusion platforms. Panel programming, zone and partition configuration, device enrollment, user codes and arming schedules, communicator and signal path setup, and central station reporting verification.
Networking and Infrastructure
UniFi and comparable managed switching, routing, and wireless. Cellular routers and gateways, point-to-point and point-to-multipoint wireless links, VPN and remote access architecture, and PoE and power budgeting. Solar and battery-backed mobile surveillance units.
?How to apply — please read carefully

We are accepting applications by email. send resume elipineda21 googlemail

with the subject line "System Support Tech — [Your Name]." A short note on your relevant experience is welcome.
Competency Expectations by Tier
This is what we expect you to own independently at each tier.
Area T1 — Support T2 / T3 — Support Required
Cameras & CCTV Configure cameras to standard: IP, credentials, streams, resolution, framerate, image settings, firmware. Own camera standards, storage and bandwidth sizing, multi-site design validation, and escalated image or stream faults.
Video Management (VMS) Add and configure cameras, users, recording schedules, and permissions in the VMS. Verify recording and playback. Server sizing, storage retention design, failover, licensing, VMS-to-platform integrations, and root-cause of recording loss.
Video Monitoring Onboard sites and cameras to the monitoring platform: accounts, camera mapping, event rules, arming schedules, video verification. Design monitoring account structures, tune analytics and rule logic to reduce false dispatch, and own platform integration architecture.
Analytics Enable and configure detection zones, rules, and sensitivity. Analytics tuning, model/zone strategy, and integration into the alarm pipeline.
Access Control Configure doors, readers, schedules, credentials, groups, and users. Verify door hardware operation and event reporting. System architecture, panel and controller configuration, integrations, lock and hardware troubleshooting, and vendor escalation.
Intrusion / Burg Configure zones, partitions, users, arming schedules, and communication paths. Verify signals reach central station. Panel programming, communicator and path design, integration with video and access, and escalated signal failures.
Networking Working knowledge: IP addressing, VLAN placement, PoE, switch ports, device reachability. Required: subnetting, VLAN and trunk design, routing, firewall and port forwarding, VPN, P2P and raw radio configuration, bandwidth planning.
Security Practices Change default credentials, apply firmware updates, follow the credential standard. Desired: network segmentation, least-privilege access, certificate and encryption handling, hardening standards, and remote access security.
Documentation Accurate device records, configuration notes, and clear issue write-ups. Define standards, review others' documentation, and produce root-cause and corrective-action records.

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Tier 1 — Technical Support Specialist
What You'll Do
• Camera and device configuration. Configure IP cameras and edge devices to our standard — addressing, credentials, streaming profiles, resolution, framerate, bitrate, compression, image settings, motion and analytics, time sync, and firmware.
• CCTV and VMS programming. Add cameras to the VMS, build user and permission structures, set recording schedules and retention, and verify recording and playback.
• Video monitoring onboarding. Build sites and accounts in the monitoring platform, map cameras, configure event and alarm rules and arming schedules, and test that alarms present correctly to the monitoring center.
• Access control configuration. Configure doors, readers, credentials, schedules, groups, and users. Verify door hardware operates correctly and events report accurately.
• Intrusion configuration. Configure zones, partitions, users, arming schedules, and communication paths. Verify signals reach the central station.
• Remote field support. Support installation technicians over phone and video during install, configuration, testing, and turnover.
• Quality control. Verify installed devices and configurations match submittals, device schedules, and project records. Flag discrepancies.
• Documentation. Maintain accurate device records, configuration notes, and clear issue write-ups.
• Escalation. Escalate to Tier 2/3 with what you checked, what you ruled out, and what you think is happening.
Required
• Ability to configure IP cameras independently — addressing, streaming, credentials, and image settings — without step-by-step direction
• Working networking knowledge: IP addressing, VLAN placement, PoE, switch ports, and device reachability
• Methodical troubleshooting — the ability to isolate a fault to a layer rather than guess at it
• Ability to learn new software platforms quickly from documentation and vendor training
• Ability to read and work from drawings, device schedules, risers, and submittals
• Clear written documentation habits
• Ability to direct hands-on work over phone and video that you cannot perform yourself
• Reliable high-speed internet and a work space suitable for remote technical work
Preferred
• Hands-on experience with any of the platforms listed above
• Central station monitoring platform experience (Immix or comparable)
• CompTIA A+ or Network+, or equivalent coursework
• Prior experience in security integration, low voltage, IT support, or alarm industry technical support
Your First 90 Days
Days 1–30. Configure and commission cameras to standard across the manufacturers we use. Learn our naming conventions, device schedule format, and documentation standards.
Days 31–60. Independently onboard sites to the video monitoring platform and configure access control and intrusion systems on assigned projects.
Days 61–90. Own device configuration and platform onboarding for assigned projects end to end, escalating only what genuinely needs Tier 2/3.
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Tier 2 / Tier 3 — Systems Support Engineer
This is the escalation point. When Tier 1 has exhausted what they can check, when a system is behaving in a way nobody can explain, or when a design decision needs to be made before install, this role owns it.
What You'll Do
• Escalated troubleshooting. Own faults that cross device, network, platform, and vendor boundaries. Drive them to a documented root cause rather than a workaround.
• Network architecture and configuration. Design and configure VLANs, subnets, routing, firewall rules, port forwarding, VPN tunnels, and remote access paths for security systems on customer and standalone networks.
• Point-to-point wireless. Design, align, and configure P2P and point-to-multipoint links at the radio level — raw configuration, channel and frequency planning, link budget, interference mitigation, and throughput validation.
• System design validation. Review designs, device schedules, risers, and submittals before install. Catch bandwidth, storage, power, and integration problems on paper instead of in the field.
• Integration architecture. Own integrations between video, access control, intrusion, analytics, and monitoring platforms — API, relay, and event-based.
• Security practices. Apply and enforce hardening standards: segmentation, least-privilege access, credential management, certificate and encryption handling, and secure remote access.
• Vendor escalation. Push vendor and manufacturer issues to resolution with specific findings, reproduction steps, and documented next steps.
• Technical direction. Serve as the escalation path and technical mentor for Tier 1. Review their findings and determine corrective action.
• Standards. Help build and improve configuration standards, documentation requirements, and quality control gates.
Required
• Strong hands-on experience across access control, CCTV, intrusion, and video monitoring systems
• Solid networking: subnetting, VLAN and trunk configuration, routing, DHCP and DNS, firewall rules and port forwarding, VPN, PoE budgeting, and bandwidth planning
• Point-to-point wireless experience at the configuration level — not just “we installed a link,” but aligning, tuning, and troubleshooting one
• Ability to troubleshoot across hardware, software, network, and vendor platform layers and isolate root cause
• Ability to read, review, and challenge drawings, submittals, risers, and device schedules
• Ability to work independently with minimal oversight and strong judgment on when to resolve versus escalate
• Strong documentation: issue logs, root-cause records, corrective actions, and risk summaries
• Ability to mentor and give clear technical direction to junior staff and field technicians remotely
• Reliable high-speed internet and a work space suitable for remote technical work
Desired
• Network security practices: segmentation strategy, least-privilege design, hardening standards, certificate handling, and secure remote access architecture
• CompTIA Network+ or Security+, CCNA, or equivalent certification
• Manufacturer certifications in access control, video, intrusion, or networking
• Experience with cellular gateways, VPN hub-and-spoke deployments, or standalone/off-grid system connectivity
• Scripting, API, or automation experience
• Prior experience as a lead technician, systems engineer, field engineer, or senior technical support engineer
What Success Looks Like
• Escalations come back with a root cause, not a reboot
• Design problems are caught on paper, before they cost a truck roll
• Networks are built to a standard instead of assembled per site
• Tier 1 gets better because there is a real escalation path
• Leadership stops having to personally solve every technical problem

Why These Roles
You'll own real systems, not tickets. The work spans device hardware, networking, platform configuration, and integration architecture across live client sites — with a direct line to the person setting technical direction. Both roles are fully remote, with real technical ownership and a defined path forward: Tier 1 into Tier 2/3, and Tier 2/3 into senior systems engineering.