Key Responsibilities
• Serve as the primary onsite point of contact for all security system-related issues
• Diagnose and troubleshoot issues across multiple systems, including:
o Card readers
o Access control panels
o Turnstiles
o CCTV cameras
o Intercom systems
o Other integrated security devices
• Perform basic repairs and preventative maintenance, including:
o Hardware adjustments
o System resets
o Support for firmware updates and upgrades (execution led by Systems/Tech team)
• Monitor and review incoming service tickets
• Assess issues and determine whether they can be resolved onsite or require escalation
• Escalate complex or unresolved issues to appropriate internal teams or vendors
• Track issues through to full resolution, ensuring closure and documentation
• Maintain accurate service logs, including actions taken and outcomes
Performance Metrics
• Response time to service requests
• Time to resolution
• Frequency of recurring device failures
• Ticket volume, backlog, and status tracking
Deliverables
• Completed and closed service tickets
• Detailed service logs
• Regular performance reports
• Issue trend and root cause summaries
Service Expectations
• Provide onsite support during assigned working hours
• Maintain clear and timely communication with stakeholders
• Escalate unresolved issues promptly
• Minimize operational disruption during maintenance and repairs
Qualifications & Skills
• Experience with physical security systems (access control, CCTV, intercoms, etc.)
• Strong troubleshooting and diagnostic skills
• Basic understanding of networking and system integrations
• Ability to perform minor hardware repairs and maintenance
• Strong organizational and documentation skills
• Effective communication and coordination abilities
Assumptions
• Access to required systems, tools, and physical locations will be provided
• Necessary tools and spare parts are available onsite
• Vendor and advanced technical support is available for escalations
With over 80 years of protecting the things that matter, we’ve seen more than most. That’s why Securitas is the partner of choice for companies and an employer of choice for candidates worldwide.
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Securitas Critical Infrastructure Services Inc. (SCIS) is one of the largest providers in the United States of specialized security, fire and emergency response services to meet federal government security requirements in the Aerospace, Aviation, Defense, and Energy industries. As the national security provider for many Department of Defense, Aerospace and Intelligence contractors, SCIS is qualified to provide “Cleared Protective Services” to classified facilities.