Remote Security Systems Technical Support Specialist & Admin Coordinator

About the Role
We are a U.S.-based security systems company specializing in CCTV/video surveillance, access control, alarm systems, and related security technology.
We are looking for a reliable and technically capable Remote Security Systems Technical Support Specialist & Admin Coordinator to join our team.
This is a hybrid role combining technical support, customer service, and administrative responsibilities.
This is not a standard Virtual Assistant position. A major part of the role involves troubleshooting real-world security systems. The ideal candidate understands not only how to use security software, but also how cameras, recorders, access control equipment, networks, switches, cabling, and other components work together.
You will communicate directly with the company owner, technicians, vendors, and customers in the United States, so excellent spoken and written English is required.
Technical Support Responsibilities
You will be one of the first points of contact when customers experience problems with their security systems.
Responsibilities include:
Troubleshoot IP cameras, CCTV systems, NVRs/DVRs, access control systems, and related equipment
Assist customers when cameras, readers, controllers, recorders, or other devices go offline
Diagnose network and connectivity problems
Guide customers through physical troubleshooting, such as checking connections, reconnecting cables, power-cycling equipment, checking indicator lights, and testing different network or PoE ports
Troubleshoot PoE switches, injectors, Ethernet connections, cabling, and network equipment
Understand and troubleshoot TCP/IP, DHCP, static IP addresses, gateways, subnets, DNS, ports, and basic network connectivity
Assist with remote configuration of security equipment
Determine whether a problem is related to the device, power, cabling, network, switch, recorder, configuration, software, or another component
Perform remote troubleshooting and support sessions with customers
Document problems and troubleshooting performed
Escalate issues to field technicians when onsite service is required
Coordinate with field technicians and provide them with relevant troubleshooting information
Follow up with customers to ensure issues have been resolved
Experience with the following systems is highly desirable:
Hikvision • LTS • Uniview • Genetec • Wisenet WAVE • Guarding Vision • CCTV/IP Surveillance • NVR/DVR Systems • Access Control Systems • PoE/Networking Equipment
Experience with comparable platforms and manufacturers will also be considered.
Administrative & Customer Support Responsibilities
In addition to technical support, you will assist with the day-to-day administrative operation of the business.
Responsibilities include:
Monitor and manage the company's shared email inbox
Respond to customer questions and service requests
Follow up on outstanding customer issues
Create and send customer invoices
Monitor outstanding invoices and follow up regarding payment
Maintain customer and service records
Coordinate service appointments and follow-ups
Communicate with vendors and suppliers
Order equipment, replacement parts, and supplies
Handle customer requests for additional or replacement access cards/fobs
Order access cards/fobs and other equipment from the appropriate vendors
Track orders and follow up with vendors when necessary
Coordinate communication between customers, vendors, and field technicians
Assist with scheduling
Perform other general administrative tasks related to customers, service, and ongoing maintenance accounts
Communication & English Requirements
Because this is a customer-facing position supporting a U.S.-based company, excellent English communication skills are required.
You must have:
Fluent spoken English
Excellent written English
Clear and professional phone communication
Strong listening and comprehension skills
Confidence communicating directly with U.S. customers by phone, email, messaging, and remote-support sessions
Ability to explain technical concepts and troubleshooting instructions to non-technical customers
Professional, patient, and friendly customer-service skills
The Ideal Candidate
Has previous experience with CCTV, IP cameras, access control, security systems, IT support, networking, or low-voltage systems
Understands how security equipment is physically connected and installed, not simply how to operate the software
Understands networking fundamentals including TCP/IP, DHCP, static IPs, subnets, gateways, and PoE
Has strong troubleshooting and problem-solving skills
Can methodically diagnose problems and isolate the likely cause
Is comfortable providing technical support remotely
Can communicate technical instructions clearly to non-technical customers
Has excellent spoken and written English
Is organized and capable of managing multiple customer requests
Is comfortable handling both technical and administrative responsibilities
Can work independently and take ownership of a problem through resolution
Is dependable, responsive, and comfortable working as part of a remote team
Strong Plus: Security System Design Experience
System design experience is not required, but it would be a significant advantage.
Candidates with experience in any of the following are encouraged to mention it:
Reviewing floor plans and customer requirements
Planning camera locations and coverage
Selecting cameras, NVRs, PoE switches, and related equipment
Planning basic network topology
Calculating NVR channel and storage requirements
Planning access control systems
Selecting readers, controllers, locks, power supplies, and related equipment
Preparing equipment lists / bills of materials
Creating simple system diagrams or installation plans
Providing technical guidance to field installers
We would be especially interested in someone who can eventually take a straightforward project and help determine what equipment is needed, where it should be installed, and how everything should be connected.
When Applying
Please send us a brief introduction and describe your experience with CCTV/IP camera systems, access control, networking/PoE, and remote technical support. Please specifically list any manufacturers or platforms you have worked with, such as Hikvision, LTS, Uniview, Genetec, Dahua, or similar systems.
Also tell us about one technical problem involving a CCTV, access control, or networking system that you personally diagnosed and resolved.
If you have experience planning or designing security systems, please briefly describe a system you designed or helped plan. This experience is a plus, but is not required.
Please include your desired monthly salary in USD and your availability to work U.S. business hours.

Work arrangement
Yes