Technical Monitoring Support Specialist

The Company is seeking a Technical Monitoring Support Specialist to provide 1st and 2nd level technical customer support for WCCTV monitoring solutions. This role involves technical support focused on system configuration, camera analytics tuning, alarm optimization, and troubleshooting, while delivering a high level of customer service. You will be ensuring monitoring system accuracy, reducing false alarms, supporting customer onboarding, and maintaining long-term customer satisfaction. The ideal candidate brings experience in technical support within CCTV, alarm monitoring, SOC, or security technology environments, and enjoys combining customer interaction with hands-on system optimization.

Full-time positions with work hours of Monday - Friday, 10:00 am to 6:00 pm and located onsite at our U.S. headquarters in Richardson, TX. Must be able to work overtime on occasion., Customer & Technical Support

• Serving as the first point of contact for customers, responding to inbound phone calls and emails to resolve technical and service-related issues.
• Providing 1st and 2nd level technical support for WCCTV monitoring solutions, including configuration, software settings, and troubleshooting.
• Performing initial fault identification and root cause analysis, escalating complex technical issues to internal engineering or advanced technical teams.
• Maintaining accurate and detailed documentation of customer interactions, monitoring activity, system changes, and resolutions within the help desk ticketing system.

Monitoring Optimization & Alarm Reduction

• Monitoring alarm activity to identify false or nuisance alarms, analyze patterns, and evaluate system performance.
• Configuring and tuning camera analytics, alarm parameters, and detection settings to improve alarm accuracy and reliability.
• Investigating root causes of alarms and implement system adjustments to reduce unnecessary alerts.
• Analyzing alarm trends and preparing recommendations to improve monitoring accuracy and system effectiveness.
• Preparing and maintaining reports on alarm performance and alarm reduction efforts.

Collaboration & Monitoring Partnerships

• Collaborating with Field Technicians, third-party monitoring partners, and end users to fine-tune system configuration and monitoring behavior.
• Supporting monitoring partners by optimizing alarm behavior, configurations, and escalation processes to ensure system reliability.
• Assisting with system audits to confirm monitoring configurations and alarm behavior meet company standards., * Do you have hands-on experience providing technical support for CCTV, video surveillance, or alarm monitoring systems (not physical security or guard duties)?
• Have you directly configured or adjusted camera analytics, alarm parameters, or monitoring system software as part of your job?
• Have you investigated false or nuisance alarms and made system configuration changes to improve alarm accuracy or performance?
• Have you worked in a monitoring center, SOC, or similar environment where system performance and alarm accuracy were part of your responsibilities?
• Have you supported customers by phone or email while troubleshooting and resolving technical system issues?
• This is an office-based technical support role focused on system configuration, analytics tuning, and alarm optimization, not a physical security or patrol role. Are you comfortable with this?

Do you have experience in Teamwork?, Do you have a High school diploma or GED?, * High school diploma or equivalent required. Associate’s degree in business or related discipline is preferred. Certification or formal training in alarm reduction skills is preferred.

• 2-4 years of experience in technical support, monitoring center operations, CCTV/video surveillance systems, alarm systems, or security technology support.
• Experience with system configuration, software settings, alarm tuning, and troubleshooting.
• Prior experience using help desk or ticketing systems.
• Strong analytical skills with the ability to perform trend analysis and root cause investigations.
• Excellent verbal and written communication skills with a strong customer-service focus.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, · Starting hourly rate of $22 to $24 per hour depending upon experience.

· Company provided medical, dental, vision, short-term disability and life/AD&D insurance

· 401(k) Plan with Company match up to 4% with immediate vesting

· 3 weeks PTO per year increasing with length of service and seven (7) paid Company holidays, WCCTV is committed to the success of its employees and demonstrates this through our development of people. The successful candidate can expect to receive comprehensive training, coaching and support as well as opportunities for advancement.

WCCTV is an Equal Opportunity Employer.

Pay: $22.00 - $24.00 per hour, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Wireless CCTV, LLC (“WCCTV”) located in Richardson, Texas, is a subsidiary of Wireless CCTV Ltd originally established and located in the UK. WCCTV is the market leader for rapid deployment, mobile surveillance systems specifically designed to deliver video securely and efficiently via 4G LTE networks. (https://www.wcctv.com/).

Wireless CCTV LLC prides itself on developing innovative, customer-focused products and providing world-class customer support services. The Company’s range of video surveillance solutions includes