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 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:
  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 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:
  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 protects construction sites, commercial properties, and critical…