Remote Support Technician

Location: Remote
Employment Type: Full-Time
Experience Required: Cabling & Camera Installation

Position Summary

We are seeking a highly skilled Remote Support Technician to provide technical support for customers and field technicians performing low-voltage cabling, network equipment installation, and security camera deployments. This role requires strong troubleshooting abilities, excellent communication skills, and hands-on knowledge of structured cabling and CCTV/IP camera systems. The technician will support field teams, validate installations, assist with system provisioning, and ensure successful project completion.

Key Responsibilities

Remote Technical Support

• Provide real-time phone, chat, and ticket-based support to field technicians.
• Assist with troubleshooting network connectivity, NVR/VMS issues, device onboarding, and PoE switch configurations.
• Guide techs through camera alignment, verification, testing, and system validation.
• Review site photos, documentation, and as-built information to ensure work meets company standards.
• Remotely access systems (when permitted) for configuration, diagnostics, and verification.

Installation & Cabling Expertise

• Use prior field experience to support techs with best practices in:
• Structured cabling (Cat5e/Cat6)
• Termination standards (T568A/B)
• Cable routing, labeling, testing, and dressing
• Camera mounting, focusing, and field-of-view adjustment
• Evaluate installation quality and provide corrective guidance when needed.

System Provisioning & Validation

• Support provisioning of IP cameras, NVRs, switches, and network devices.
• Confirm proper PoE negotiation, port assignment, and link activity.
• Assist with VMS/NVR channel mapping and live-stream verification.
• Document configuration steps, results, and follow-up actions.

Customer Communication

• Maintain clear, professional communication with customers, project managers, and onsite contacts.
• Provide timely updates, escalate issues when needed, and ensure customer satisfaction.
• Coordinate with internal teams for scheduling, dispatch adjustments, and follow-up visits.

Documentation & Reporting

• Create and update tickets, logs, and installation notes.
• Review and approve field documentation (photos, labels, mappings).
• Report recurring issues and contribute to process improvements.

Required Qualifications

• 2+ years of experience in cabling, low-voltage installation, or security camera deployments.
• Strong understanding of network basics (IP addressing, PoE, switches, NVRs).
• Prior field installation experience strongly preferred.
• Ability to troubleshoot hardware and connectivity issues remotely.
• Excellent communication, customer service, and problem-solving skills.
• Ability to read floor plans, maps, and support documentation.
• Comfortable working independently in a fast-paced environment.

Preferred Skills

• Experience with CCTV/IP camera systems (Envysion, Hikvision, Avigilon, etc.).
• Familiarity with structured cabling standards (BICSI best practices).
• Knowledge of VPNs, remote desktop tools, and network monitoring platforms.
• Basic understanding of retail, restaurant, or commercial security environments.

Work Schedule

• Full-time, remote
• Occasional after-hours or weekend support may be required depending on project needs.