Technical Support Analyst

Job Title

Security Service Agent

The Security Service Agent provides remote technical support and customer service for electronic security systems, including burglar alarms, CCTV, access control, and other low‑voltage technologies. Working in a call‑center environment, this role serves as the primary customer contact for troubleshooting, diagnostics, system programming, and incident resolution. The agent handles inbound service requests, performs remote maintenance, supports escalations, and ensures high-quality documentation and communication.

The position also contributes to continuous improvement efforts, assists with onboarding and mentoring teammates, and collaborates with supervisors to maintain service‑level commitments.

• Respond to support calls, maintenance requests, and after‑hours emergencies.
• Diagnose and resolve hardware/software issues across security platforms.
• Perform remote system testing, configuration updates, and preventative maintenance.
• Program and support CCTV and networked security devices.
• Read and interpret wiring diagrams, schematics, and system documentation.
• Document all service work and participate in performance and workflow improvements.
• Support team operations through mentoring, escalation handling, and SLA compliance.

• Technical support
• Customer service
• CCVT
• Configurations
• CAD understanding

Intermediate Level experience required.

Contract to Hire position based out of Buffalo Grove, IL.

Pay range: $18.00 – $22.00 per hour.

Benefits (subject to eligibility):

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – pre‑tax and Roth contributions available
• Life Insurance (voluntary life & AD&D for employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid Time Off / Leave (PTO, vacation or sick leave)

Fully onsite position in Buffalo Grove, IL.

Position anticipated to close on July 10, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, color, religion, sex, national origin, veteran status, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance:
We will consider qualified applicants with arrest and conviction records for all positions located in the city and county of San Francisco.

Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

Use of Artificial Intelligence (AI):
We may use AI to support parts of our hiring process, including sourcing, screening, and evaluating candidates. Final decisions are made by our hiring team.