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A growing company based in New York City is seeking a Remote Help Desk Engineer to support onboarding, technical support, and ongoing health management of access control, surveillance, and security technology platforms. This role is ideal for someone who loves solving technical problems, improving processes, and working directly with clients in a fast-paced environment.
Employment Type
Full-Time | Remote
What You'll DoSystem Onboarding & Configuration
Configure and program access control, intercom, and surveillance systems for newly sold projects.
Gather project requirements from internal stakeholders and clients.
Create deployment-ready configurations and documentation for field technicians.
Coordinate with installation teams to ensure successful deployments.
Maintain clear onboarding and handoff processes.
Technical Support & Managed Services
Serve as a primary technical contact for existing clients.
Troubleshoot and resolve support tickets remotely.
Handle user management, credential updates, connectivity issues, device diagnostics, and system reconfigurations.
Escalate complex issues when on-site support is required.
Monitor ticket trends and identify recurring issues.
Systems Health & Process Improvement
Monitor system uptime, connectivity, licensing, and software status.
Conduct recurring health checks across client environments.
Develop SOPs, troubleshooting guides, and knowledge base documentation.
Recommend improvements that enhance operational efficiency and scalability.
Report system performance and process improvements to leadership.
What We're Looking For
Required Qualifications
Fluent in both English and Spanish (written and verbal).
Experience supporting, programming, or installing access control and/or video surveillance systems.
Strong troubleshooting and customer support skills.
Experience working with ticketing systems and structured support workflows.
Excellent documentation and communication abilities.
Reliable home office setup with stable internet connectivity.
Nice to Have
Experience with platforms such as Avigilon, Hanwha, Hikvision, Isonas, Keyscan, 2N, Swiftlane, or similar technologies.
Knowledge of networking fundamentals including IP addressing, VLANs, PoE, and VPNs.
Experience working in a Managed Service Provider (MSP) or systems integration environment.
Visio or technical diagramming experience.
Success in This Role
You will be measured on:
Speed and quality of project onboarding.
Ticket resolution and first-contact resolution rates.
Creation and adoption of technical documentation and SOPs.
Platform certification achievements.
Reduction of recurring client issues.
Why Join?
Work remotely with a growing NYC-based organization.
Exposure to cutting-edge access control and surveillance technologies.
Clear certification and professional development opportunities.
Collaborative team environment with significant ownership and impact.
Work arrangement
Yes
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