Dedicated Support Engineer

Purpose The Dedicated Support Engineer provides technical expertise, troubleshooting, and remote system configuration for security and life safety systems. This role ensures timely issue resolution, customer support, and system optimization, working closely with clients, installation teams, and project stakeholders to maintain reliable and efficient operations. Essential Duties and Responsibilities (The How) • Diagnose and resolve complex software, networking, SQL database, and controller issues for security and life safety systems. • Provide first-line customer support, resolving service tickets and ensuring compliance with SLAs. • Develop and execute service plans for contract customers, including system assessments, diagnostics, and root cause analysis. • Maintain a deep understanding of customer environments, providing tailored technical assistance. • Contribute to technical documentation, including software upgrade plans, release bulletins, and knowledge-based content. • Assist with billing support for service contracts and trouble tickets. • Perform remote configuration of advanced systems, including Plan Manager, LPR, Advanced Video Analytics, and database management. • Develop and implement software migration and upgrade plans, assessing risks and benefits for each release. • Pre-configure, optimize, and bench test servers, NAS units, network devices, and intrusion panels before deployment. • Provide technical guidance to installation teams on software configuration and device enrollment. • Collaborate with project teams on complex system documentation, including access and device configuration. Skills and Competencies (What We Are Looking For) Minimum Requirements Education or Experience: BA degree in computer science, telecommunications, computer engineering, electrical engineering, or equivalent experience. Certificates or Licenses: Valid Driver's License. Technical Skills: Expertise in security software, networking, SQL databases, system diagnostics, and advanced system configurations. Preferred Qualifications • MA degree in computer science, telecommunications, computer engineering, or electrical engineering. • Certifications or experience with Genetec, Hanwha, Axis, Bosch, Assa Abloy, Security Door Controls, Life Safety Power, and HID configuration. IK Systems, Inc. Work Environment and Physical Demands (Office/Jobsite Hybrid Role) • Combination of office work and on-site visits at customer locations or job sites. • Requires periods of standing, walking, climbing ladders, and lifting up to [##] lbs. • Exposure to varying weather conditions and jobsite environments. • Compliance with safety protocols, including the use of PPE and adherence to OSHA and company safety regulations. What We Offer You At IK Systems, we offer more than just a job-we provide a career with purpose and growth. Our competitive compensation includes a retirement plan with company matching, comprehensive health benefits, and flexible work options to support your well-being. We invest in your future through continuous learning, industry certifications, and opportunities to work with cutting-edge technology. Beyond benefits, our team-driven culture fosters innovation, collaboration, and a strong work-life balance. When you join IK Systems, you become part of a team shaping the future of security and technology solutions. About IK Systems IK Systems delivers unparalleled, world-class integrated surveillance and security solutions to mission-critical industries across diverse vertical markets. Beyond just security technology, IK Systems is a full-service low-voltage systems solution provider, offering expertise in IP video, access control, perimeter security, WAN/LAN/Mesh connectivity, complex networks, communications, and digital signage solutions. Equal Opportunity Statement IK Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances