Technical Support Specialist

Job overview

The Technical Support Specialist role is an office-based position in Victor, NY, with hybrid work options stated for the role. Compensation is $48,000–$65,000 per year. IK Systems provides integrated surveillance, security, and low-voltage technology solutions. The specialist provides first-line phone support for security and life-safety systems, troubleshoots customer issues, and escalates complex cases. The role supports reliable customer systems and service delivery through clear communication, ticket follow-up, documentation, and knowledge sharing.

What you'll do

• Provide first-line phone support during system issues and outages
• assess customer system architecture and troubleshoot common problems using remote access tools and checklists
• escalate complex issues to senior team members or engineering
• monitor service tickets and update customers
• track software and firmware updates and assist with remote deployment planning
• document resolutions and recurring issues
• contribute to knowledge base materials
• participate in ongoing training.

What we're looking for

Skills & competencies

technical support specialist

victor ny

ik systems

hybrid

security systems

life safety systems

phone support

troubleshooting

service tickets

knowledge base

$48k–$65k per year

technical training

Work arrangement

• Weekend coverage required

Benefits & perks

• Retirement plan with company match, health benefits, flexible work options, continuous learning, industry certifications, flexible time off, paid holidays, volunteer time, employee assistance program, employer-paid life and disability insurance, FSA or HSA, and employee stock purchase plan.

Why this role

Hybrid work options are stated; training and exposure to more advanced support tasks over time; occasional travel to client meetings, industry events, or training sessions may be required.

About the employer

IK Systems is hiring for this role. Industry: Security Systems Services (except Locksmiths). Sector: 56.