Job Description

Surveillance Systems Tier 3 Support Technician

Department: ATG

Job Description


The Surveillance Systems Support Technician position is responsible for working with our most advanced networked surveillance equipment and solutions and directly supporting customers in the field. This job will require maintaining a high degree of end user support. This person will provide detailed and thorough phone and email contact support for our customers and create tickets in our system as well as perform quality control and testing of customer equipment prior to shipment. This person will also assist in providing customers with on-site training as they take delivery of products and solutions.



Essential duties and accountabilities

  1. Configures, installs and troubleshoots Windows and Linux PC systems and peripherals.
  2. Work with and support network video surveillance systems, cameras, and accessories.
  3. Provides advanced helpdesk and tech support for our customers online, via email and over the phone.
  4. Provides training, repairs, and preventative maintenance.
  5. Maintains a high degree of end user support that ensures that equipment, software, communications, and training is sufficient for all end user needs.
  6. Configures and tests customer purchased equipment before shipment.
  7. Creates and manages tickets on our helpdesk system.
  8. Develops strong understanding of company products sold, equipment, requirements, and objectives to ensure that customers are provided high quality support.
  9. Ensures that customers are provided with a high degree of satisfaction.
  10. Trains and assist other team members.
  11. Adheres to internal procedures and suggests improvements if needed.
  12. Provides weekend/after hours emergency coverage when needed and scheduled.
  13. Performs additional job duties as required and as assigned.
  14. Maintains and projects professionalism when speaking / interacting with customers.




competencies/ Qualifications

Managing Work:  Managing work to achieve results within budget and on time.  Focusing majority of energy & resources on projects and tasks that add value. Managing a variety of responsibilities at the same time. Considering a wide range of alternatives before choosing the best way to accomplish an objective.


Communicating:  Communicating effectively with people at all levels in the organization. Communicating clearly and candidly; avoiding vagueness, ambiguity, and mixed messages. Presenting ideas and facts clearly and effectively in writing. Gathering and giving relevant information to others in a timely manner.

Learning and Adapting: Keeping current on knowledge specific to field of work. Finding a way to get the job done even when normal channels, materials and methods don’t work. Demonstrating a willingness to take on new challenges, responsibilities, and assignments.

Maximizing Resources: Working collaboratively with people in our group and in other parts of the organization.  Supporting others when needed. Seeking expertise, advice, and perspectives from a variety of sources both within and outside of the organization. Working effectively with people who have diverse ideas, perspectives, and values. 

Quality & Customer Focus: Continuously looking for ways to simplify and improve work processes to achieve better results. Following through on commitments made to internal and external customers.


§  Bachelors of Science in Computer Science (BS) or its equivalent in-field training.

§  Advanced experience with computers, networking, and related equipment.

§  Experience with CCTV, IP cameras, and other video systems.

§  Must read, write, and understand English fluently.

§  Regular and predictable attendance is an essential function for this position

§  Team working ability.

§  Must be authorized to work in the USA.

§  Previous help desk/support experience is a plus.

physical demands

Sitting for long periods. Dexterity and coordination to handle files and single pieces of paper; occasional lifting of items weighing up to (25) twenty-five pounds such as files, stacks of paper, reference and other materials. Moving from place to place within the office; minimum reaching for items above and below desk level. Strength, dexterity, coordination and vision to use keyboard and video display terminal for prolonged periods.



As a Federal Contractor, Point Blank Enterprises, Inc. abides by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their age, race, color, religion, sex, sexual orientation, gender identity, national origin, compensation inquiries, discussions or disclosures. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, compensation inquiries, discussions or disclosures.

Qualified individuals with a disability have the right to request a reasonable accommodation.  If you are unable or limited in your ability to use or access our careers website as a result of your disability, request a reasonable accommodation by: (1) sending an e-mail to Maria Romero, or calling 1-(954) 630-0900 (2) informing us regarding the nature of your request and (3) providing your contact information.

Please do not direct any other general employment related questions or resumes to this email and/or phone number. Only inquiries concerning a request for a reasonable accommodation will be responded to from this e-mail address and/or phone number.

Point Blank Enterprises, Inc. is an EOE/AA/MFDV Employer.



Job Type
Full Time