Service Desk Technician I

Watchtower Security is the nation's leading provider of all-inclusive, fully managed video surveillance solutions, exclusively dedicated to the multifamily housing industry. For over two decades, we have partnered with property management groups across the nation, empowering them to provide peace of mind to their communities.

As a rapidly growing and dynamic organization, we pride ourselves on a fast-paced, collaborative environment where innovation, critical thinking, and a commitment to excellence drive our success. We are seeking passionate individuals eager to contribute to a team that values strong communication, attention to detail, and a shared dedication to making a tangible difference in multi-family communities.

We are seeking a proactive and technically skilled Service Desk Technician I to join our rapidly growing Service Department. This role is crucial for maintaining the constant operation of our network video systems nationwide through expert remote monitoring, initial troubleshooting, and precise resolution practices. The ideal candidate will leverage strong analytical skills and technical knowledge to proactively identify and address system issues, ensuring optimal performance and escalating complex problems effectively to maintain seamless service for our clients.

Essential Job Functions:

• Remote Monitoring & Troubleshooting:
  • Virtually monitor, remote troubleshoot, and diagnose a variety of network infrastructures and surveillance systems (including Lights-Out Management).
  • Conduct daily image scans of client sites to proactively identify and address potential issues before they impact service.
  • Initiate and manage ISP service calls and other low-tier service tickets, coordinating with on-site technicians to resolve client issues efficiently.

• Documentation & Escalation:
  • Utilize the ticketing system to record a detailed log of the troubleshooting process, documenting all successful and unsuccessful actions taken prior to escalation.
  • Alert the Technical Service Supervisor of emerging trends in incidents and potential systemic issues.
  • Provide administrative data entry, ensuring accuracy and completeness of service records.

• Support & Development:
  • Assist in the accurate maintenance of site documentation, including site maps, contact lists, detailed company information, and subcontractor contact information.
  • Contribute to the development of virtual resolution help sheets and knowledge base articles to improve team efficiency.
  • Fulfill other tasks as directed by Department Leadership to support overall service operations.

Qualifications & Skills:

• Technical Expertise:
  • Strong knowledge of computer hardware, including desktops, laptops, networking equipment, and analog/IP surveillance cameras.
  • Solid understanding of network fundamentals, networking standards, tools, and utilities (e.g., TCP/IP, DNS, DHCP).
  • Experience with Linux operating systems and command line interface.
  • Experience in remotely installing, configuring, and managing network equipment (routers, switches, wireless radios, cameras, etc.).

• Software Proficiency:
  • Proficiency with Google Workspace.

• Problem-Solving & Communication:
  • Exceptional problem-solving skills, with a passion for hands-on technical challenges in a fast-paced work environment.
  • Excellent written and verbal communication skills, with active listening abilities.
  • Strong decision-making skills and a very detail-oriented approach to tasks.

• Teamwork & Customer Service:
  • Strong team-building, customer service, and interpersonal skills.