Support Technician

1 week ago


Glen Burnie, United States Skyline Technologies Full time
Job DescriptionJob Description

Our New Teammate

As a Support Technician you will be the front-line support responsible for triaging, solving, or escalating any service-related issues for Skyline Technology Solutions client base.

You can expect to spend your time accomplishing the following:

  • 50% of the time on Objective 1: Install/Service Support
  • 40% of the time on Objective 2: Internal Support
  • 10% of the time on Objective 3: Customer Support

Job Responsibilities - What to Expect

  • Create badges in Genetec for Skyline employees.
  • Troubleshoot cameras and doors at all Skyline buildings.
  • Create/edit access groups in Genetec.
  • Perform Genetec system software upgrades.
  • Support Installation Projects
    • Pulling cameras into systems
    • Troubleshooting camera issues remotely
    • VMS and Access Control Support (as needed)
    • Assist in lab to configure cameras and program VMS/Access Control software (as needed)
  • Service Support
    • Support field service technicians
    • Work with vendor/manufacture support to resolve issues.
  • If not available, can assign help from other support techs or lab tech.
  • Schedule service techs and can change schedule if needed.
  • Ensure SOAR board is updated.
  • Update project SPEC sheet as needed.
  • Respond to all tickets that come in throughout the day.
  • Resolve any tickets that can be done remotely.
  • Assign tickets to service technicians that will require site visits.
  • Update High5 with appropriate comments and billing information
  • Perform system upgrades.
  • Ensure customer follow-ups are completed in a timely fashion.


Your Knowledge & Expertise

  • Experience in CCTV systems 3+ years
  • Experience in Access Control systems 3+ years
  • High School Diploma/GED
  • Proficient in Microsoft Outlook, Excel, Word, and Visio
  • Verbal/Written Communication
  • Customer Service Skills
  • Certifications
    • Genetec
    • ONSSI
    • Identicard
    • Milestone
    • Feenics
  • Extensive knowledge of all VMS and Access Control Software that Skyline uses
  • Networking knowledge
    • Network layout
    • Port Forwarding
    • Firewalls
    • VPN
    • VLANs
    • Subnets

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