Position: Technical Support Specialist
Location: Emmaus, PA
Job Type: Full-Time
TWG Security turns passive security systems into proactive ones. Since 2007, we've designed, installed, and serviced integrated enterprise security for organizations across Eastern PA and NJ — recognized by Inc. 5000 and Lehigh Valley Business as one of the fastest-growing companies in our industry and region. We partner with Motorola Solutions/Avigilon, Verkada, Axis, Network Optix, Genea, Peplink, and Software House to give clients big-player capability with local, face-to-face service.
We're looking for a motivated, knowledgeable Technical Support Specialist to be the first line of support for our enterprise-wide physical security systems — triaging inbound tickets, troubleshooting issues, and dispatching field staff to keep every client system running. You'll serve as a key member of our service engineering team, providing the day-to-day technical support that keeps our clients' people, facilities, and assets protected.
Local commutable candidates to the Lehigh Valley, PA Only (No 3 party applications)
Primary Duties and Responsibilities
- Answer inbound technical support requests and serve as the primary point of contact for initial customer response upon ticket submission, providing first-line troubleshooting and ensuring timely acknowledgment and clear expectations for resolution
- Triage and disseminate incoming service tickets, assigning them to the appropriate technical resources based on skill set, location, and urgency
- Schedule and dispatch field technicians for on-site appointments, coordinating directly with customers to confirm availability and access while ensuring the highest level of customer satisfaction
- Troubleshoot, diagnose, and resolve hardware, software, and network/system problems, including troubleshooting and programming of commercial access control, IP CCTV, wireless network, and intrusion detection systems
- Configure and install network devices and services, including routers, switches, firewalls, load balancers, VPN, and QoS
- Monitor network performance and system resource utilization, performing maintenance, upgrades (service packs, patches, hot fixes, security configurations), disaster recovery operations, and data backups to maintain maximum availability, reliability, and capacity
- Assist technicians, project managers, and post-sales engineering with technical support, issue resolution, and redesigns as needed
- Maintain detailed, accurate configuration management documentation for client sites, and ensure all service communication and documentation is complete and accurate
- Cultivate client relationships into long-term partnerships, and contribute to a healthy, positive team culture
- Complete internal projects and other duties as assigned by company management
Qualifications
- 3+ years of IT technical experience, including IP networking (TCP/IP), switching, firewalls, Microsoft and Linux platforms, storage arrays/SAN-NAS technologies, wireless infrastructure, and various network types (LAN, WAN, WLAN, VoIP)
- Understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS) and the OSI/TCP-IP model
- Strong understanding of network infrastructure and hardware, with the ability to troubleshoot devices such as wireless access points, firewalls, routers, switches, and controllers
- Hands-on experience with monitoring, network diagnostic, and network analytics tools
- Ability to create, read, and interpret network diagrams, wiring schematics, and blueprints for design, planning, and documentation of communication systems, and to provide detailed information for hardware and software selection
- Strong analytical, mechanical, and problem-solving skills, with the ability to think through problems and visualize solutions
- Ability to quickly learn new or unfamiliar technologies through self-directed research, continuing education, and professional development (e.g., conferences, industry publications)
- A self-starter able to work independently or as part of a team, comfortable interacting with all levels of staff within and outside the organization
- Excellent verbal and written communication, organizational, and multi-tasking skills in a fast-paced environment
- Preferred Qualifications:
- Previous experience in IT, security, or systems support — such as network administration or Access Control & CCTV systems in a commercial environment
Work Environment & Physical Demands
- Regular and Timely Attendance
- Full-time position with standard working hours
- Must be able to stand or sit for long periods of time (up to 4 hours)
- Comfortable using computers, tablets, and mobile applications as part of daily workflow
- Must pass initial and random substance abuse tests & background checks
Compensation & Benefits
- $20.00 - $25.00 per hour, based on experience and qualifications
- Company 401k with a 100% match on the first 6% of contributions
- Medical, Dental & Vision Benefits
- Flexible vacation / paid time off (subject to company policy)
- Salary increases based on job performance, ability to handle increasing levels of responsibility, completion of relevant manufacturer certifications, and overall state of the company
- Professional development plan designed to help you achieve your professional goals
Pay: $20.00 - $25.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Ability to Commute:
- Emmaus, PA 18049 (Required)
Work Location: In person
