Tier 1 Technical Support Agent

Join our team as our newest Tier 1 security camera technical support agent.

• Pay: $16.00 – $19.00 per hour (based on experience)

Platinum CCTV is an innovative, fast-paced security technology company based in Warrenville, Illinois. We deliver high-performance video security solutions that go far beyond traditional camera systems—helping customers solve problems faster, respond smarter, and protect what matters most. Our team supports commercial and residential clients and builds long-term relationships through dependable service and ongoing technical support.

We’re expanding our Warrenville office and looking for a driven, customer-focused team member who enjoys technology, takes pride in their work, and thrives in a collaborative, local-office environment.

The Tier 1 Technical Support Agent provides first-level technical support to customers using Platinum CCTV video security systems, as well as to our on‑site installation technicians. This role is responsible for troubleshooting software, hardware, and basic networking issues, assisting with remote setup, and supporting pre-install system assembly and testing. You’ll also help with office operations that keep our technical team moving efficiently.

This position is ideal for someone excited by emerging technology, motivated to learn, and interested in building a long-term career in security technology and technical support.

• Provide Tier 1 technical support for end users (recording software, camera hardware, and mobile applications).
• Troubleshoot basic network issues and assist with remote system setup and configuration.
• Deliver excellent customer service via in-person support, phone, email, and chat.
• Support on‑site technicians with technical questions during installations and service calls.
• Assist with pre-installation system preparation, including assembly, testing, and staging of equipment.
• Assemble and configure NVR PCs (Windows and NVR software setup).
• Set up and test new security cameras prior to deployment.
• Receive and check in orders, catalog product, and prepare equipment for customers.
• Process, package, and ship orders as needed.
• Maintain organized records, databases, and documentation related to products and support activities.
• Help keep the office, stock areas, and work spaces clean, organized, and efficient.
• Assist with special projects and other operational tasks as assigned.

• 2+ years experience in a professional office environment (preferred).
• Associate’s degree preferred, or equivalent professional/life experience.
• Comfortable working with Windows 10, iPhone, and Android platforms.
• Strong troubleshooting and problem‑solving skills with close attention to detail.
• General IT knowledge preferred (PC assembly/repair, networking, routing, basic diagnostics).
• Ability to multitask, prioritize effectively, and work independently in a fast‑paced environment.
• Excellent written communication skills (writing, proofreading, and clarity in customer communication).
• Professional, respectful, and customer‑first mindset with strong interpersonal skills.
• Ability to work on‑site in Warrenville, IL (in person).

• Prior technical support experience.
• Experience with CCTV or video security equipment.
• Networking basics: IP configuration, routing, and port forwarding.
• E-commerce or order processing experience.
• Basic HTML coding experience.
• Stable schedule with minimal odd‑hours work.
• Health insurance.
• 401(k) with employer matching up to 4%.
• Paid holidays (after 90 days).
• Vision insurance.
• Paid time off.
• Supportive, team-oriented work environment focused on learning and growth.

$16.00 – $19.00 per hour (dependent on experience)

Platinum CCTV, Inc. is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.