Field Support Tech; FIre​/Security

Overview

Job Title: IT Technical Support Specialist

Department: Technical Support

Position Type: CTH

Summary

The IT Technical Support Specialist provides front-line support for fire alarm and detection products via phone, email, and chat. This role follows established procedures to troubleshoot, document, and resolve technical issues while ensuring accurate and timely solutions for customers.

• Provide technical support for installation, maintenance, and troubleshooting of fire alarm and detection products (15–20 calls/day).
• Document customer issues and resolutions in the CRM system.
• Follow standard processes to identify, evaluate, resolve, or escalate technical issues.
• Reduce installation time and minimize application errors by delivering accurate technical guidance.
• Collaborate with senior technical staff (TSS, STSS, or TS Engineer) on complex issues.
• Complete required e-learning and instructor-led product training.
• Participate in on-call and late-shift rotations as scheduled.

• High school diploma or 3+ years of installation/service experience.
• Strong interpersonal, communication, and problem-solving skills.
• Familiarity with Windows operating systems.
• Proficiency with Digital Multimeter (DMM).
• Understanding of Ohm’s Law.

• Experience with commercial fire alarm control panels and detection systems.
• Ability to work independently with minimal supervision.
• Team-oriented mindset with flexibility to support varying schedules.

• Associate

• Full-time

• Information Technology