About the role
Description
Based in Atlanta, GA, EyeQ Monitoring provides industry-leading security and business intelligence solutions to a variety of business sectors throughout the United States.
Are you a technically minded problem-solver who enjoys troubleshooting networks, cameras, and security technology? We’re looking for a Technical Services & Support Technician to help monitor and support customer-facing systems deployed nationwide. In this role, you’ll monitor system health across multiple platforms, identify issues, determine their priority and impact, and work to resolve or escalate problems quickly. You’ll support everything from networking and firewalls to cameras, video management systems, analytics platforms, and remote monitoring technology.
This is an in-office position based out of our Atlanta, GA office.
Here at EyeQ people matter.
Any new team members we bring on have to live and breathe our core values, just like we do.
We value trusted partnerships.
We believe in the value of transparent, reliable, and growing relationships with our team and customers and turn away people and businesses that don’t fit.
We build to last.
We focus on long-term solutions and spend requisite time to ensure our solutions will work the first time.
We take the hill.
We are excited to take on challenging work, find new solutions and technology frontiers, and attack problems others are scared of. We celebrate failing fast, being transparent, and working with people we trust to run up those hills with us.
We enjoy the journey.
We take our customer needs but not ourselves seriously. Our work is a part of our life we want to enjoy unapologetically. We are proud of the mission we are entrusted with and the team we get to serve with every day.
What You'll Be Doing
Monitor customer-facing systems and proactively identify and resolve technical issues
Create and modify work orders as needed
Configure and troubleshoot the Immix monitoring platform
Configure and troubleshoot wireless bridges, including Ubiquiti systems
Configure and troubleshoot basic networking systems
Monitor network security and document and report potential breaches
Follow standard operating procedures for maintaining customer networks and devices
Report service-impacting issues quickly after detection
Respond to and resolve customer escalations within established SLA windows
Open, manage, and track internal support tickets
Provide internal and external incident notifications
Configure and troubleshoot Milestone and Geovision VMS platforms
Configure and troubleshoot SonicWall firewalls
Configure and troubleshoot Innovi, VCA, and Calipsa analytic platforms
Configure and troubleshoot PRTG network health monitoring
Configure and troubleshoot IP camera systems, including Axis, LPR, FLIR, Hanwha, and SightLogix
Manage POE switches
Use remote-access tools to troubleshoot customer technology
Perform scheduled daily, weekly, monthly, and quarterly maintenance procedures
Requirements
Basic IP networking experience
Strong troubleshooting and problem-solving skills
Experience working with Windows operating systems
Clear written and verbal communication skills
Strong attention to detail
Ability to follow established procedures and direction
Genuine interest in technology
Flexibility to work day, night, and/or flex shifts as needed
Ability to lift up to 50 lbs.
Curious and eager to learn
Calm when troubleshooting problems
Detail-oriented and thorough
Strong communicator
Reliable and accountable
Comfortable working independently and as part of a team
Able to prioritize issues based on urgency and customer impact
Preferred:
Post-secondary education in a related field
Experience in a technical, military, or customer-service environment
Experience working with ticketing systems
Layer 2/3 network navigation and management
Video Management System experience, such as Milestone or Genetec
Experience with IP camera systems
Access control system configuration and management
Firewall, router, and VPN management, including SonicWall
Experience with PTP and PTMP wireless systems