Technical Services & Support Technician

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