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# Dedicated Support Engineer

- **Company:** IK Systems
- **Location:** Victor, NY, United States
- **Salary:** $90,000.0 - $120,000.0
- **Contract:** Permanent contract
- **Skills:** Software Documentation, Software Code Optimization, Computer Engineering, System Configuration, Networking Hardware, Expertise in Genetec Systems, Security Software, Software Configuration Management, Software Engineering, SQL Databases, Information Technology, Video Analysis
- **Published:** October 26, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=54ea0d0bf9d61eee

## About the Role

Education or Experience: BA degree in computer science, telecommunications, computer engineering, electrical
engineering, or equivalent experience.
Certificates or Licenses: Valid Driver's License.
Technical Skills: Expertise in security software, networking, SQL databases, system diagnostics, and advanced system
configurations.
Preferred Qualifications

 * MA degree in computer science, telecommunications, computer engineering, or electrical engineering.
 * Certifications or experience with Genetec, Hanwha, Axis, Bosch, Assa Abloy, Security Door Controls, Life Safety

## Description

The Dedicated Support Engineer provides technical expertise, troubleshooting, and remote system configuration for
security and life safety systems. This role ensures timely issue resolution, customer support, and system optimization,
working closely with clients, installation teams, and project stakeholders to maintain reliable and efficient operations.

Essential Duties and Responsibilities (The How)

 * Diagnose and resolve complex software, networking, SQL database, and controller issues for security and life safety

systems.

 * Provide first-line customer support, resolving service tickets and ensuring compliance with SLAs.
 * Develop and execute service plans for contract customers, including system assessments, diagnostics, and root

cause analysis.

 * Maintain a deep understanding of customer environments, providing tailored technical assistance.
 * Contribute to technical documentation, including software upgrade plans, release bulletins, and knowledge-based

content.

 * Assist with billing support for service contracts and trouble tickets.
 * Perform remote configuration of advanced systems, including Plan Manager, LPR, Advanced Video Analytics, and

database management.

 * Develop and implement software migration and upgrade plans, assessing risks and benefits for each release.
 * Pre-configure, optimize, and bench test servers, NAS units, network devices, and intrusion panels before

deployment.

 * Provide technical guidance to installation teams on software configuration and device enrollment.
 * Collaborate with project teams on complex system documentation, including access and device configuration., Work Environment and Physical Demands (Office/Jobsite Hybrid Role) * Combination of office work and on-site visits at customer locations or job sites.
 * Requires periods of standing, walking, climbing ladders, and lifting up to ## lbs.
 * Exposure to varying weather conditions and jobsite environments.
 * Compliance with safety protocols, including the use of PPE and adherence to OSHA and company safety