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# Technical Support Specialist

- **Company:** IK Systems
- **Location:** Victor, NY, United States
- **Experience:** Starter
- **Salary:** $45,000.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, IP Addressing, Networking Basics, Peer-To-Peer (P2P), Expertise in Genetec Systems, Software Systems, Systems Architecture, Wireless Networks, Data Logging, Network Switches, Diagnostic Tools, Real Time Systems, Firewalls (Computer Science), Information Technology, Network Server
- **Published:** October 26, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=32b2b4e79fdd6dc8

## About the Role

Education: Associate's degree in computer science, IT, or related field; or equivalent experience.
Experience: 1-2 years in a technical support or helpdesk environment with exposure to security, networked, or software
systems.
Technical Skills: Basic understanding of IP-based systems, remote diagnostic tools, and ticketing systems., * Familiarity with security platforms such as Genetec, Milestone, Hanwha, or Axis.

 * Understanding of IP addressing, firewalls, and basic networking concepts.
 * Experience writing technical documentation or instructions for end-users.
 * Interest in pursuing advanced roles in systems support or engineering.

## Description

The Technical Support Specialist provides entry-level remote technical support for integrated security and life safety
systems, including video surveillance, access control, and intercom platforms. This customer-facing role supports end-users
primarily over the phone during service interruptions and assists in troubleshooting system issues. The position is designed
as a foundation for professional growth in the security technology field, offering training and exposure to more advanced
support tasks over time. The role is highly customer-facing; specialists will routinely engage end-users by phone during
urgent outage scenarios, requiring calm, confident communication and rapid situational assessment.
Essential Duties and Responsibilities (The How)

 * Provide first-line phone support to end-users experiencing system issues or outages, using clear and empathetic

communication.

 * Provide first-line telephone support to end-users during real-time system outages or safety events, remaining

composed, empathetic, and solution-oriented under pressure.

 * Quickly assess each customer's unique system architecture (servers, network switches, P2P wireless infrastructure,

cameras, access control panels, intrusion zones) to isolate faults and guide corrective action in plain language.

 * Troubleshoot common technical problems in real time using remote access tools and structured checklists.
 * Assist in identifying system faults and escalate complex issues to senior team members or engineering staff as

appropriate.

 * Monitor and respond to service tickets, ensuring timely updates and communication with customers.
 * Track software and firmware updates and assist with planning remote deployments.
 * Maintain internal documentation by logging resolution steps and recurring issues to support continuous

improvement.

 * Contribute to internal knowledge base materials such as FAQs, scripts, or diagnostic tips.
 * Participate in ongoing training on emerging technologies, platforms, and tools used in support services., * Primarily based in an office setting with standard office equipment.
 * Requires prolonged periods of sitting, using a computer, and communicating via phone and email.
 * Occasional travel to client meetings, industry events, or training sessions may be required.
 * Compliance with company safety policies and participation in training sessions as needed.