Tier II Support Specialist

About Us

Region 6 Systems Integration designs, installs, and supports integrated access control, video surveillance, and low-voltage systems for multifamily and commercial properties. We focus on delivering solutions that are not only secure and reliable, but thoughtfully designed to enhance the everyday experience of the spaces we serve.

Position Overview

The Tier 2 Support Specialist is responsible for delivering advanced system support, client training, and onsite technical services for access control and security systems. This role works directly with clients following system installations, property transitions, or system updates to ensure proper functionality, user adoption, and long-term success.

This position combines technical expertise with client-facing training and field support. The ideal candidate is confident in system programming, troubleshooting, and educating clients in a clear and professional manner.

Key Responsibilities

Client Training & System Handover

• Conduct onsite and remote training for clients following system installations
• Train property teams on system usage, access control management, and best practices
• Support onboarding during property transitions or staff changes
• Ensure clients are confident and self-sufficient in system operation

Advanced Technical Support

• Troubleshoot complex issues related to:
• Access control systems
• Controllers, readers, and locking hardware
• Software platforms and permissions
• Connectivity and system performance
• Diagnose issues that require deeper system knowledge beyond Tier 1 support
• Collaborate with field technicians, vendors, and internal teams for resolution

System Programming & Configuration

• Perform system setup, configuration, and adjustments
• Program access levels, schedules, integrations, and system settings
• Support deployment of new equipment and system upgrades

Field Support & Site Work

• Travel to client sites to support troubleshooting, training, and system optimization
• Verify system functionality and ensure installations meet operational expectations
• Act as a technical resource for both clients and internal teams in the field

Documentation & Knowledge Sharing

• Document all work, configurations, and resolutions in ticketing systems
• Contribute to SOPs, training materials, and internal knowledge base
• Provide feedback to improve processes, training, and system performance

Qualifications

Education & Experience

• 2 years of experience in technical support, IT, or related technology environments. Experience with low-voltage or access control systems is a plus but not required
• Experience with security systems (access control, video surveillance) or comparable technical platforms preferred but not required
• Prior client-facing or training experience strongly preferred

Knowledge, Skills, & Abilities

• Strong understanding of access control systems and components
• Ability to troubleshoot both hardware and software issues
• Confident presenting and training clients in a clear, professional manner
• Strong problem-solving and critical thinking skills
• Ability to work independently in both office and field environments
• Strong communication and documentation skills

Working Environment

This position operates in a combination of office, warehouse, and active client job site environments. Regular fieldwork is required, including travel to client locations.

Compensation

$34.00-$39.00/hr

Benefits

• 100% employer-paid medical, dental, and vision coverage for employees
• 401(k) with matching
• 11 paid holidays
• Paid Time Off (PTO)
• Group Term Life & AD&D Insurance
• Long Term Disability Insurance
• Health Savings Account