Remote Support Network Technician

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The Remote Network Support Technician plays a critical role in assisting clients and field technicians with the setup and troubleshooting of IP camera systems deployed globally. This position involves monitoring and ensuring the seamless flow of video data in and out of the system through access to remote servers. The Technician will be responsible for resolving technical issues, managing trouble tickets, and ensuring proper video transmission. Since the role involves direct interaction with end users, ideal candidates must exhibit excellent customer service skills and a professional approach to problem-solving. In addition to troubleshooting, the Technician will be encouraged to provide valuable insights and recommendations to improve system efficiency and overall performance.

This position is considered hybrid remote and must be located in the Richardson, TX area.

RESPONSIBILITIES:

Answer Support Tickets from End Users:

• Provide prompt and effective solutions to user-submitted support tickets.

• Troubleshoot login issues and guide users through the necessary steps to regain access.

• Add new users to the system, ensuring proper setup and access configuration.

• Adjust user access levels based on role requirements, ensuring appropriate permissions.

• Respond to and resolve hardware-related issues, including troubleshooting camera malfunctions and connectivity problems.

Troubleshoot Network Issues:

• Identify and resolve network outages impacting the performance of IP camera systems.

• Work closely with users to determine the root cause of network issues and provide timely solutions.

Camera and User Adjustments:

• Configure cameras for optimal performance, including adjusting angles and creating camera presets for end users.

• Set up preset camera positions to ensure cameras are properly aligned for specific use cases.

Provision New IP Camera Installations:

• Integrate newly installed IP cameras into the Video Management System (VMS), ensuring proper system configuration.

• Adjust streaming protocols to match network specifications, ensuring efficient and high-quality video transmission.

• Create and configure user accounts and profiles based on system requirements, ensuring each user has appropriate access.

• Set up and organize view groups tailored to individual client needs, allowing for a personalized user experience.

Monitor Existing Network Infrastructure:

• Continuously monitor the performance and status of the network to ensure smooth video and data transmission.

• Respond to and resolve network outages promptly, minimizing system downtime and service interruptions.

• Add new systems into the monitoring framework, ensuring all components are tracked for system integrity.

• Keep a close watch on network and bandwidth usage, identifying potential issues before they impact system performance.

Assist Field Installation Teams:

• Provide remote support for field installation teams by setting up remote servers and ensuring proper quality control measures are in place.

• Provision new cameras on remote servers, ensuring they are configured for seamless integration with the overall system.

• Monitor the health and status of servers, ensuring optimal operation and minimal downtime.

• Enable remote viewing access on servers for authorized users, facilitating seamless remote monitoring.

• Download post-event video footage for archival purposes, ensuring it is securely stored and easily accessible for future review.

REQUIRED QUALIFICATIONS:

• Strong Windows understanding with 3+ years of experience in managing, configuring, and troubleshooting Windows operating systems in enterprise environments.

• Comprehensive understanding of IP Networks with 3+ years of experience in setting up, maintaining, and troubleshooting complex IP network infrastructures, including routing and switching.

• Basic routing understanding with 3+ years of experience in configuring and managing routing protocols and troubleshooting network issues across various platforms.

• Proficiency in IP Camera Systems with 3+ years of experience in the installation, configuration, and maintenance of IP-based video surveillance systems.

• Experience in Video Management Systems Provisioning with 3+ years of experience in setting up, managing, and optimizing VMS platforms for surveillance systems.

• Solid understanding of Linux with 3+ years of experience in configuring, deploying, and maintaining Linux-based systems, including command-line tools and scripting.

PREFERRED QUALIFICATIONS:

• Milestone Certified Integration Technician (MCIT)

• Certified Wireless Network Administrator (CWNA)

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance

• 401(k) plan enrollment, subject to eligibility requirements

• Eight paid holidays annually, five sick days, and four personal days

• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.