Physical Security Systems Engineer – Access Control, CCTV & Intercom

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.

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 organizations 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.

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 clients stated required 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.

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

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

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.