Technical Support Specialist

Technical Support Specialist Victor, NY - Onsite The Technical Support Specialist provides entry-level remote technical support for integrated security and life safety systems, including video surveillance, access control, and intercom platforms. This customer-facing role supports end-users primarily over the phone during service interruptions and assists in troubleshooting system issues. The position is designed as a foundation for professional growth in the security technology field, offering training and exposure to more advanced support tasks over time. The role is highly customer-facing; specialists will routinely engage end-users by phone during urgent outage scenarios, requiring calm, confident communication and rapid situational assessment. Essential Duties and Responsibilities (The How) • Provide first-line phone support to end-users experiencing system issues or outages, using clear and empathetic communication. • Provide first-line telephone support to end-users during real-time system outages or safety events, remaining composed, empathetic, and solution-oriented under pressure. • Quickly assess each customer's unique system architecture (servers, network switches, P2P wireless infrastructure, cameras, access control panels, intrusion zones) to isolate faults and guide corrective action in plain language. • Troubleshoot common technical problems in real time using remote access tools and structured checklists. • Assist in identifying system faults and escalate complex issues to senior team members or engineering staff as appropriate. • Monitor and respond to service tickets, ensuring timely updates and communication with customers. • Track software and firmware updates and assist with planning remote deployments. • Maintain internal documentation by logging resolution steps and recurring issues to support continuous improvement. • Contribute to internal knowledge base materials such as FAQs, scripts, or diagnostic tips. • Participate in ongoing training on emerging technologies, platforms, and tools used in support services. Skills and Competencies (What We Are Looking For) Minimum Requirements Education: Associate's degree in computer science, IT, or related field; or equivalent experience. Experience: 1-2 years in a technical support or helpdesk environment with exposure to security, networked, or software systems. Technical Skills: Basic understanding of IP-based systems, remote diagnostic tools, and ticketing systems. Certificates or Licenses: None required. IK Systems, Inc. Preferred Qualifications • Familiarity with security platforms such as Genetec, Milestone, Hanwha, or Axis. • Understanding of IP addressing, firewalls, and basic networking concepts. • Experience writing technical documentation or instructions for end-users. • Interest in pursuing advanced roles in systems support or engineering. Work Environment and Physical Demands (Office Based Role) • Primarily based in an office setting with standard office equipment. • Requires prolonged periods of sitting, using a computer, and communicating via phone and email. • Occasional travel to client meetings, industry events, or training sessions may be required. • Compliance with company safety policies and participation in training sessions as needed. 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