Note: The job is a remote job and is open to candidates in USA. ECAM is a leader in security technology and remote surveillance. The Remote Services Technician I plays a critical role in keeping security and monitoring systems running smoothly, serving as the first point of contact for troubleshooting and providing technical support to clients and technicians.
Responsibilities
- Answer, process, and document incoming calls from technicians and customers
- Execute troubleshooting steps, ask clarifying questions, and identify root causes of concerns
- Maintain effective call/ticket ownership, ensuring timely resolutions and ongoing communication on issues
- Comply with corporate and departmental policies and procedures
- Assist the Project Management team in setting up new accounts for monitoring
- Address more straightforward technical problems, including troubleshooting basic IP cameras, networking issues, and audio units
- Escalate issues to higher-tier specialists or field service dispatch when necessary
- Provide guidance to field technicians over the phone
- Collaborate with customer/3rd party personnel to resolve internal network issues
- Participate in special projects and perform additional duties as required
- Work closely with a team for daily tasks, remaining constantly in communication via voice chat
- Manage time efficiently, organize and prioritize tasks, and demonstrate ownership in a remote professional arrangement
- Maintain confidentiality and express understanding/empathy toward clients and their situations
- Utilize active listening skills, probing and troubleshooting questions, and creative problem-solving for first-contact resolution
- Demonstrate excellent writing, interpersonal, and communication skills
- Perform other duties as required
Skills
- Authorized to work in the United States
- Able to pass an extensive screening process
- High School Degree or GED required
- Minimum of 1-2 years of working experience in a technology role, preferably with basic technical support experience
- Experience with a ticketing system
- Graduates of a Associate's Degree in Information Technology, Computer, Engineering, or Business
- Professional Technology Certifications (Microsoft, ITIL, CompTIA, Cisco, etc.) are highly desirable
- Experience in CCTV with IP Cameras, VMS Systems, and network appliances is beneficial
- Knowledge of monitoring systems such as Zabbix, Prometheus, etc
- Familiarity with Remote Troubleshooting tools (VNC, TeamViewer, Splashtop)
Benefits
- Medical, dental, and vision insurance plans
- 401(k) with employer matching contributions
- Paid time off (PTO) policy
- Paid holidays
- Disability coverage
- Life insurance options
Company Overview
ECAM, a GardaWorld company, delivers proactive video monitoring and surveillance at unmatched scale. It was founded in undefined, and is headquartered in Addison, Texas, US, with a workforce of 1001-5000 employees. Its website is http://ecam.com.