Black Birch Technology Group is seeking a technically skilled and highly organized Remote Help Desk Engineer to support the operations of a U.S.-based commercial security integrator.

This role serves as a central technical resource across three key areas: new system onboarding and configuration, remote technical support for existing clients, and ongoing systems health and best-practice management.

The ideal candidate is comfortable working directly with U.S.-based clients, troubleshooting technical issues remotely, configuring security platforms, documenting technical processes, and coordinating with sales, customer success, field technicians, and leadership.

Key Responsibilities

New System Onboarding & Configuration

• Partner with Sales and Customer Success teams after new projects are sold to gather the technical information required for deployment.

• Collect and organize site details, credential lists, door and camera schedules, network requirements, and client preferences.

• Program and configure system databases, controllers, panels, cloud-based intercom systems, access control platforms, and related technologies before field deployment.

• Create standardized, field-ready configuration packages and programming templates.

• Coordinate with field technicians to validate configurations after installation and resolve discrepancies between programmed systems and actual site conditions.

• Maintain clear technical handoff processes between sales, programming, and field installation teams.

Technical Support & Managed Services

• Serve as a technical point of contact for clients experiencing system issues, requesting system changes, or requiring technical assistance.

• Triage, document, manage, and resolve support tickets through the organization's helpdesk system.

• Perform remote troubleshooting and system reconfiguration, including user and credential changes, schedule updates, device resets, connectivity troubleshooting, and camera or reader diagnostics.

• Escalate complex issues to field technicians or engineering leadership when onsite intervention or advanced troubleshooting is required.

• Track ticket resolution and identify recurring technical issues that may indicate broader system or training problems.

• Provide support across access control, CCTV, intercom, and related security technologies.

Systems Health & Best Practices

• Monitor deployed systems for device availability, connectivity, software and firmware status, licensing, and overall platform health.

• Conduct recurring system health checks to identify potential issues before they affect clients.

• Develop and maintain SOPs, troubleshooting documentation, configuration guides, and internal knowledge-base resources.

• Identify opportunities to standardize system configurations, templates, and processes across platforms.

• Recommend technical and operational improvements that reduce recurring incidents and improve support efficiency.

• Report system health trends, recurring problems, and process improvement opportunities to leadership.

The client specifically identifies platforms including Avigilon, Isonas, Keyscan, Hanwha, Hikvision, 2N, Swiftlane, and Motorola Solutions.

Requirements

Required Qualifications

• Fluent spoken and written English and Spanish.

• Previous experience with access control and/or video surveillance systems, including installation, programming, configuration, or technical support.

• Strong technical troubleshooting and problem-solving skills.

• Ability to independently diagnose and resolve technical issues in a remote support environment.

• Experience working with helpdesk ticketing systems and structured support processes.

• Strong client-facing communication skills and ability to work professionally with U.S.-based customers.

• Excellent documentation skills with the ability to create clear configuration notes, technical procedures, and SOPs.

• Strong organizational and time-management skills.

• Ability to manage multiple technical requests, tickets, and projects simultaneously.

• Reliable home-office environment with stable internet connectivity suitable for remote system access and video meetings.

These are based directly on the client's stated required qualifications.

Preferred Qualifications

• Experience with one or more of the following platforms:

Avigilon
Hanwha
Hikvision
Isonas
Keyscan / dormakaba Aurora
2N
Swiftlane
Motorola Solutions

• Previous experience working in a Managed Services Provider (MSP) or systems-integration environment.

• Familiarity with low-voltage and networking fundamentals.

• Understanding of IP addressing, VLANs, PoE, VPN connectivity, and related networking concepts.

• Experience using Microsoft Visio or similar tools for floor plans, riser diagrams, and technical documentation.

• Existing security-platform certifications are an advantage.

The client specifically treats the platform knowledge, Visio skills, MSP/systems-integrator experience, and networking fundamentals as preferred rather than mandatory.

Technical Skills

• Remote troubleshooting and technical support

• Access control systems

• CCTV and video surveillance systems

• Intercom systems

• Helpdesk and ticketing platforms

• System programming and configuration

• IP networking fundamentals

• VLANs, PoE, and VPN connectivity

• Technical documentation and SOP development

• Device and system health monitoring

• Microsoft Visio or similar diagramming tools

Core Competencies

• Technical Troubleshooting

• Customer Service

• English & Spanish Communication

• Problem Solving

• Attention to Detail

• Technical Documentation

• Organization & Time Management

• Independent Work

• Process Improvement

• Systems Thinking

• Client Communication

• Technical Adaptability

Benefits

Why Join Black Birch Technology Group?

• Competitive salary package.

• Paid sick days.

• Private health insurance.

• Christmas bonus.

• Performance-based incentives.

• Continuous training and professional development opportunities.

• Opportunity to obtain and expand industry-specific technical certifications.

• Opportunities for career growth within a growing organization.

• Remote work environment.

• Opportunity to work directly with U.S.-based clients and modern security technologies.

• Exposure to access control, CCTV, networking, intercom, and integrated security platforms.

• Supportive culture that values employee well-being and professional growth.

Black Birch Technology Group

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