Technical Support Technician (Tier 1)

• Serve as the first point of contact for customers reporting issues with network and surveillance services via phone and support ticketing system
• Diagnose and troubleshoot basic network connectivity issues (e.g., outages, latency, configuration problems)
• Diagnose and troubleshoot surveillance system issues (e.g., camera offline/connectivity errors, recording/playback issues, remote viewing access)
• Accurately log all customer interactions, troubleshooting steps, and resolutions in the ticketing system
• Follow established troubleshooting scripts and knowledge base articles to resolve common issues
• Escalate complex or unresolved issues to Tier 2/senior technicians with clear documentation
• Communicate technical information to non-technical customers in a clear, patient, and professional manner
• Meet individual and team performance metrics (e.g., ticket resolution time, customer satisfaction, call quality)
• Identify recurring issues and provide feedback to help improve documentation and processes

• High school diploma or equivalent required
• Strong customer service and communication skills, both written and verbal
• Basic understanding of networking concepts (IP addressing, routers/modems, connectivity troubleshooting)
• Ability to learn and apply troubleshooting procedures for surveillance/camera systems
• Comfortable working in a fast-paced, ticket-driven support environment
• Ability to multitask across phone calls, ticketing systems, and documentation
• Reliable, on-site attendance for scheduled shifts (including Wed-Sun shift where applicable), * CompTIA A+, Network+, or Security+ certification (or actively pursuing)
• Prior experience in a technical support, help desk, or call center role
• Familiarity with network monitoring or video management systems (VMS)

• Competitive hourly pay ($25.00/hour)
• On-the-job training and support toward certification goals
• Clear path for advancement to Tier 2/Tier 3 support roles
• PTO, 401K, Paid Holidays

Titan Protection and Consulting is an equal opportunity employer.

Pay: $25.00 per hour

Expected hours: No more than 40.0 per week, * 401(k)

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance