Service Support Technician

$24.0/hourly Posted 10 days ago Full Time 5 min average apply

ECAM

Addison, TX 75001

Be the Front Line of Smart Security & Technical Support!

The Remote Services Technician I plays a critical role in keeping our security and monitoring systems running smoothly. In this customer-facing, technical support position, you’ll serve as the first point of contact for technicians and clients—troubleshooting network video recorders, cameras, audio devices, and basic networking issues while delivering a calm, professional experience. You’ll take ownership of issues from intake through resolution, collaborate closely with internal teams, and escalates thoughtfully when needed.
This role is ideal for someone who enjoys problem-solving, communicating clearly under pressure, and working as part of a highly connected remote team. Comprehensive training is provided, setting you up for success and long-term growth in a fast-paced technical environment.

• Set schedule: 7am-7pm CST (9am-6pm shift or 10am-7pm shift)
• Flexibility is essential, as team members must be available to work nights, weekends, and holidays as needed.
• Overtime may be required based on business needs.
• Comprehensive benefits: medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.
• Career growth: career growth opportunities at ECAM

The Remote Services Technician I plays a critical role in keeping our security and monitoring systems running smoothly. In this customer-facing, technical support position, you’ll serve as the first point of contact for technicians and clients—troubleshooting network video recorders, cameras, audio devices, and basic networking issues while delivering a calm, professional experience. You’ll take ownership of issues from intake through resolution, collaborate closely with internal teams, and escalates thoughtfully when needed.
This role is ideal for someone who enjoys problem-solving, communicating clearly under pressure, and working as part of a highly connected remote team. Comprehensive training is provided, setting you up for success and long-term growth in a fast-paced technical environment.

• Competitive salary:$24/ hr

• Work site location:
  Addison, TX

• Set schedule: 7am-7pm CST (9am-6pm shift or 10am-7pm shift)

• Flexibility is essential, as team members must be available to work nights, weekends, and holidays as needed.

• Overtime may be required based on business needs.

• Comprehensive benefits: medical, dental, and vision insurance plans, 401(k) with employer matching contributions, paid time off (PTO) policy, paid holidays, disability coverage, and life insurance options.

• Career growth: career growth opportunities at ECAM

• 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…