Strategic Systems

Compensation

Full Description

Title: Remote Low Voltage 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: o Structured cabling (Cat5e/Cat6) o Termination standards (T568A/B) o Cable routing, labeling, testing, and dressing o 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.