Job Description

EyeQ Monitoring is a technology-driven security and monitoring company delivering scalable, reliable solutions that protect people, property, and peace of mind. Our success in the field depends on strong technical execution, real-time problem solving, and seamless support for the technicians doing the work onsite. The Field Service Support team plays a critical role in ensuring installations and service work are completed efficiently, correctly, and with confidence.

We’re looking for a Field Service Support Technician to provide real-time, phone-based technical support to technicians working in the field. This role supports both internal field technicians and third-party contractors by answering inbound calls, guiding structured troubleshooting, and providing clear technical direction so onsite work can move forward without unnecessary delays. This is an in-office role ideal for experienced field technicians looking to transition into a technical support and coordination environment while staying close to the action.

This position is required to be in-office in Atlanta, GA.

Here at EyeQ, people matter. Any new team members we bring on have to live and breathe our core values, just like we do.

We value trusted partnerships.

We believe in the value of transparent, reliable and growing relationships with our team and customers and turn away people and businesses that don’t fit.

We build to last.

We focus on long-term solutions and spend requisite time to ensure our solutions will work the first time.

We take the hill.

We are excited to take on challenging work, find new solutions and technology frontiers, and attack problems others are scared of; as such, we celebrate failing fast, being transparent, and working with people who we trust to run up those hills with us.

We enjoy the journey.

We take our customer needs but not ourselves seriously; Our work is a part of our life we want to enjoy unapologetically; We are proud of the mission we are entrusted with and the team we get to serve with every day.

What You’ll Do

Phone Queue Coverage

• Provide consistent coverage of the Field Service Support phone queue during scheduled hours
• Answer inbound calls from internal field technicians and third-party contractors
• Quickly establish call context, including site details, objectives, current issues, and constraints
• Lead troubleshooting in a structured, methodical way and ensure each call ends with clear next steps

Live Troubleshooting Support

• Guide technicians through IP configuration checks, subnetting, gateway and DNS validation
• Support connectivity testing using tools such as ipconfig, ping, tracert, and nslookup
• Validate onsite reachability for routers, switches, servers, and endpoints
• Use MAC-based validation to confirm device identity and verify swaps when needed

Server & VMS Support

• Provide field-facing support for a variety of VMS server deployments
• Assist with basic reachability and health checks during onsite visits
• Gather and relay technical details for deeper follow-up when required
• Guide technicians through power verification steps including UPS, outlet, and power supply checks
• Support safe voltage checks using a meter and validate expected readings
• Apply AC vs. DC fundamentals as they relate to PoE devices, injectors, and enclosures
• Help isolate common failures such as bad cable, bad port, lack of PoE, or failed injectors
• Use standardized isolation techniques to validate faults
• Confirm physical indicators (link/activity lights, PoE delivery) before escalating troubleshooting

Tools, Systems & Documentation

• Use approved remote access tools and internal systems to support onsite troubleshooting
• Maintain responsiveness and time management to support multiple technicians simultaneously
• Create and update tickets documenting symptoms, troubleshooting steps, actions taken, and next steps
• Ensure documentation is clear and complete so issues can be handed off seamlessly

Requirements

• Strong preference for candidates with field technician experience (low-voltage, security, networking, or camera systems)
• Practical networking knowledge including IP addressing, subnetting, gateway/DNS fundamentals
• Familiarity supporting servers in a field-service context
• Hands-on cabling experience with understanding of termination, testing, and failure patterns
• Basic electrical competency, including AC vs. DC concepts and safe multimeter usage
• Strong written and verbal communication skills
• Ability to remain calm, organized, and effective under pressure
• Prior experience supporting both internal technicians and third-party contractors
• Exposure to ticketing systems and technical documentation standards
• Experience working in time-sensitive, high-volume support environments
• Service-oriented and approachable demeanor
• Clear communicator who can translate technical direction into actionable steps
• Methodical problem-solver with strong attention to detail
• Ability to multitask and pivot quickly between issues
• Strong follow-through and ownership mindset