Job Overview:
We are seeking a skilled Access Control Engineer / Level 3 Technical Support Engineer to join our technical support and field services team. This role is responsible for providing advanced support, installation, and troubleshooting for access control, security systems, and IT infrastructure. The position requires deep technical expertise to resolve complex customer issues, support system deployments, and ensure the reliable operation of both hardware and software security platforms.
This role combines advanced technical support with IT field service responsibilities, including onsite installation, maintenance, and troubleshooting of access control systems, servers, network equipment, and structured cabling. The position will work closely with customers, internal teams, and vendors to deliver high-quality support and successful project implementations. This is a hybrid role that requires travel to project locations across the United States and Canada.
Key Responsibilities:
Technical Support
Provide Level 3 technical support for access control software and hardware platforms, including Kantech (EntraPass) and SES Security Solutions products.
Troubleshoot complex system issues, determine root causes, and deliver effective technical solutions.
Respond to and resolve escalated technical support requests from customers and internal teams.
Document troubleshooting steps, resolutions, and technical procedures.
Collaborate with engineering, product, and support teams to resolve advanced technical issues.
Access Control & Security Systems
Install, configure, maintain, and troubleshoot access control systems, controllers, card readers, and associated hardware.
Support integrated security systems including network video surveillance and burglar alarm systems.
Assist with system upgrades, migrations, and integrations.
IT Field Service & Infrastructure
Install, repair, and support IT server infrastructure, security systems, and network equipment.
Install and maintain low-voltage and structured cabling systems.
Assist with configuration and troubleshooting of LAN/WAN infrastructure.
Use technical tools such as cable testers and fiber testers to validate network and cabling installations.
Project Coordination
Serve as the technical point of contact for assigned projects.
Coordinate installation and support activities with business stakeholders, vendors, and internal IT teams.
Maintain accurate installation records, asset inventory, and documentation.
Operations & Maintenance
Perform maintenance and support activities for IT and security infrastructure across multiple locations.
Travel to company and project locations across the United States and Canada as required.
Participate in an on-call rotation for system monitoring and technical escalations.
Qualifications:
High School Diploma or equivalent required.
2 5 years of IT support or technical support experience with a strong customer service track record.
Working knowledge of PC systems and Microsoft Office applications.
Basic knowledge of data communications and networking principles including TCP/IP, DNS, DHCP, VLANs, LAN/WAN networking, and network security.
Experience installing and troubleshooting IT systems, network equipment, and low-voltage cabling.
Ability to travel 60 75% of the time.
Ability to work after-hours, weekends, and participate in on-call rotations when needed.
Preferred Qualifications:
1 2 years of experience with structured cabling installation and cable management, including aerial, buried, and underground wiring.
Experience installing and troubleshooting network infrastructure.
Experience with cellular data communications and cellular signal booster installations.
Experience working with networking platforms such as HPE Aruba, Cisco Meraki, and Dell Networking.
Industry certifications such as BICSI, CCNA, or Network+.
Experience deploying burglar alarm systems, network video surveillance systems, and access control systems such as Kantech EntraPass.
Key Skills:
Advanced troubleshooting and technical problem solving
Access control systems installation and support
Networking and infrastructure support
Structured cabling and low-voltage systems
Customer-focused technical support
Project coordination and documentation
Remote and onsite system diagnostics
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