Provide advanced remote technical support and escalation for intrusion, access control, and CCTV systems. Troubleshoot complex programming, hardware, software, networking, and communications issues; coordinate and dispatch field technicians and subcontractors; perform system programming and remote diagnostics; document resolutions; work with manufacturers; mentor Tier I staff and support system upgrades and customer enhancements.

Monitor incoming audio and video alarm signals, verify and dispatch security alarms for residential and commercial clients. Answer calls from end users and dealers, use computer automation software to handle alarms, and document concise incident reports. Assist during emergencies, follow Fire Rover protocols, and support Noonlight video verification alerts.