Remote Service Technician

Job Description

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 elevate 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:
  Monday through Friday, 8:00 a.m. To 5:00 p.m.
• 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
• Travel:
  Travel expectations vary by branch, with daily visits to client sites within the market. (If Applicable)

• 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.

• Authorized to work in the United States.
• Able to pass an extensive screening process.
• High School Degree or GED required.
• Preferred:
  Graduates of an Associate’s Degree in Information Technology, Computer, Engineering, or Business.
• Professional Technology Certifications (Microsoft, ITIL, CompTIA, Cisco, etc.) are highly desirable.
• Minimum of 1-2 years of working experience in a technology role, preferably with basic technical support experience.
• 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, Team Viewer, Splashtop).
• Experience with a ticketing system, preferably Freshworks, Field Service Lightning, or a similar ITIL-enabled helpdesk platform.

• Technical Troubleshooting Fundamentals
• Customer Communication & Professionalism
• Issue Ownership & Follow-Through
• Time Management & Remote Work Discipline
• Collaboration & Escalation Judgment

ECAM is a leader in security technology and remote surveillance. With a mission to deliver smarter, more efficient security solutions, ECAM…