About the Position
GenX Security Solutions is looking for an experienced Security Systems Service Technician to join our Service Department.
This is not an entry-level installation position. We are looking for someone who is comfortable running service calls independently, troubleshooting unfamiliar systems, working directly with customers, and taking ownership of a problem from diagnosis through resolution.
Our service technicians work across a wide variety of commercial security systems and customer environments. One day may involve troubleshooting an access control issue, the next an IP camera or network problem, and the next an intrusion system or existing system that GenX did not originally install.
The right person does not need to know every platform we support, but should have strong experience with several commercial security technologies and the technical foundation to learn additional systems quickly.
Systems & Platforms
Experience with several of the following platforms is highly preferred:
- Alarm.com
- Turing AI
- Digital Watchdog / DW Spectrum
- S2 NetBox / LenelS2
- Avigilon Alta Access / Openpath
- Avigilon Alta Video
- Avigilon Unity Video
- DMP
- Software House / C•CURE
- Genetec
- Commercial intrusion and burglar alarm systems
- IP video surveillance systems
- Enterprise access control systems
- Networked security devices and infrastructure
You are not expected to know every platform listed above. We are looking for technicians with a strong security integration background who already understand how to troubleshoot systems and can learn additional manufacturers and platforms.
What You'll Be DoingRun Service Calls Independently
- Respond to customer service calls for access control, video surveillance, intrusion, and other low-voltage security systems.
- Diagnose system failures and determine whether the issue is related to hardware, programming, wiring, power, communications, networking, configuration, or another component.
- Troubleshoot systems that may have been installed by GenX, another integrator, or the customer's previous service provider.
- Repair, replace, reconfigure, or reprogram equipment as necessary.
- Verify proper system operation before leaving the customer site.
- Escalate complex issues appropriately and work with manufacturer technical support when necessary.
Troubleshoot – Not Just Replace Parts
We are specifically looking for someone with strong diagnostic skills.
You should be comfortable:
- Using a meter and basic testing equipment.
- Troubleshooting power supplies, relays, inputs, outputs, readers, locks, REX devices, door contacts, cameras, panels, controllers, and field wiring.
- Diagnosing communication and network connectivity problems.
- Working with IP addresses, switches, PoE, basic network configuration, and device connectivity.
- Reviewing system logs and events to determine the cause of intermittent problems.
- Identifying whether a problem is hardware, software, network, programming, or infrastructure related.
- Calling manufacturer technical support and clearly communicating what has already been tested.
- Walking into an unfamiliar system and methodically determining how it works and why it isn't working.
Programming & Configuration
Depending on your experience and certifications, responsibilities may include:
- Programming and configuring access control systems.
- Adding or replacing readers, controllers, credentials, doors, and associated hardware.
- Configuring IP cameras and video management systems.
- Troubleshooting recording, storage, camera connectivity, and video quality issues.
- Programming intrusion systems and associated devices.
- Performing firmware and software updates.
- Backing up configurations and documenting system changes.
Preventative Maintenance
- Perform scheduled preventative maintenance inspections.
- Test devices and system functionality.
- Identify aging, failing, obsolete, or end-of-life equipment.
- Document deficiencies before they become emergency service issues.
- Make recommendations for repairs, replacements, or system upgrades.
Customer Service Matters
Our service technicians represent GenX directly to our customers.
You will be expected to:
- Communicate professionally with customers and facility personnel.
- Ask the right questions to understand the reported problem.
- Explain technical issues in terms a non-technical customer can understand.
- Keep customers informed when additional work, parts, or follow-up visits are required.
- Treat customer facilities and equipment with care.
- Leave the customer with a clear understanding of what was found and what was done.
Documentation Is Part of the Job
A service call isn't finished until the documentation is finished.
Technicians are responsible for:
- Completing detailed service tickets.
- Documenting the original customer complaint.
- Recording troubleshooting steps and findings.
- Documenting programming or configuration changes.
- Recording parts used or equipment requiring replacement.
- Accurately recording labor and travel time.
- Taking appropriate photos and maintaining service documentation.
- Clearly identifying any recommended follow-up work.
Your notes should allow another technician to understand exactly what happened without having to start the troubleshooting process over again.
What We're Looking ForRequired
- 5+ years of hands-on experience with commercial security, access control, video surveillance, intrusion, or related low-voltage systems.
- Proven experience independently running service calls.
- Strong troubleshooting and diagnostic skills.
- Understanding of low-voltage wiring and electrical fundamentals.
- Experience with IP-based security systems.
- Basic networking knowledge, including IP addressing, switches, PoE, and network connectivity.
- Ability to use a multimeter and appropriate troubleshooting tools.
- Ability to read system documentation, wiring diagrams, and manufacturer documentation.
- Strong communication and customer-service skills.
- Ability to document work clearly and accurately.
- Valid driver's license and acceptable driving record.
Preferred
- Manufacturer certifications for any of the platforms listed above.
- Experience with enterprise access control and video management systems.
- Experience servicing systems installed by multiple manufacturers and integrators.
- Networking certifications or advanced networking experience.
- NICET or other relevant industry certifications.
- Experience troubleshooting integrated access control, video, intrusion, and network environments.
What Makes Someone Successful in This Role
The strongest service technicians don't simply know which button to push in a particular piece of software.
They understand how security systems work.
You should be someone who can look at a problem and work through it logically:
Is it power? Wiring? Hardware? Network? Programming? Software? Configuration?
We value technicians who are curious, resourceful, organized, and willing to keep troubleshooting until they understand the actual cause of the problem.
Physical Requirements
- Ability to lift and carry equipment weighing up to 50 pounds.
- Ability to work from ladders and lifts when necessary.
- Ability to work in equipment rooms, ceilings, mechanical spaces, and other commercial environments.
- Ability to safely use hand tools, power tools, meters, laptops, and testing equipment.
Schedule & Travel
- Monday through Friday
- Full-time position
- 8- and 10-hour shifts may be required depending on scheduling
- Overtime opportunities
- Participation in the service department's on-call rotation
- Approximately 25% travel may be required depending on customer needs
Benefits
GenX Security Solutions offers:
- 401(k)
- Company 401(k) match
- Health insurance with 50% of employee premium paid by GenX
- Dental insurance
- Health Savings Account (HSA) options
- Life insurance
- Paid Time Off (PTO)
- Company fuel card
- Company-provided tools
- Ongoing manufacturer and technical training
- Opportunities for certifications and professional development
- Career advancement opportunities within a growing security integration company
Why GenX Security Solutions?
This position offers the opportunity to work on a wide variety of commercial security technologies rather than being limited to one manufacturer or system.
Our technicians work with enterprise access control, cloud-based security platforms, video management systems, intrusion systems, networking, and integrated security solutions across a diverse commercial customer base.
If you are the type of technician who enjoys figuring out why something isn't working, rather than simply installing the same system every day, we would like to talk with you.
Job Type: Full-time
Pay: $25.00 - $32.00 per hour
Expected hours: No less than 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Fuel card
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tools provided
- Vision insurance
Experience:
- alarm, access control, video: 5 years (Required)
Willingness to travel:
Work Location: In person
