Skyline is on the lookout for a Lead Support Technician to join our vibrant, engaging and growing team in Maryland. Take your talents to a whole new level while providing important and meaningful contributions to our organization.

Core Responsibilities:

  • Internal Support
    • Create badges in Genetec for Skyline employees
    • Troubleshoot cameras and doors at all Skyline buildings
    • Create/edit access groups in Genetec
    • Perform Genetec system software upgrades
  • Install/Service Support
    • Support Installation Projects
      • Pulling cameras into systems
      • Troubleshooting camera issues remotely
      • VMS and Access Control Support (as needed)
      • Assist in lab to configure cameras and program VMS/Access Control software (as needed)
    • Service Support
      • Support field service technicians
      • Work with vendor/manufacture support to resolve issues
    • If not available, can assign help from other support techs or lab tech
    • Schedule service techs and can change schedule if needed
    • Ensure SOAR board is updated
    • Update project SPEC sheet as needed
  • Project Commissioning
    • Provide support to the installation technicians on active projects
      • Troubleshoot camera issues
      • VMS and Access Control support as needed
    • Ensure cameras are properly configured in the VMS (fps., storage/retention)
    • Program, configure, and test access control components (readers, controllers)
    • Troubleshoot faulty equipment
    • Work with Vendor/Manufacture support to resolve issues
    • Update project SPEC sheet as needed
    • Provide customer training on VMS/Access Control system
    • Capture project deliverables including pictures, updating project drawings and diagrams, and compiling site notes
    • Provide daily project updates to the assign Project Manager detailing the work completed and next steps
  • Customer Support
    • Respond to all tickets that come in throughout the day
    • Resolve any tickets that can be done remotely
    • Assign tickets to service technicians that will require site visits
    • Update High5 with appropriate comments and billing information
    • Perform system upgrades
    • Ensure customer follow-ups are completed in a timely fashion

Education and Experience Requirements

  • Experience in CCTV systems 3+ years
  • Experience in Access Control systems 3+ years
  • High School Diploma/GED
  • Certifications Preferred in:
    • Genetec
    • ONSSI
    • Identicard
    • Milestone
    • Feenics
  • Extensive knowledge of all VMS and Access Control Software that Skyline uses
  • Networking knowledge
    • Network layout
    • Port Forwarding
    • Firewalls
    • VPN
    • VLANs
    • Subnets
  • Maintain Maryland Drivers License
  • MSP Security License (preferred)
  • DCJS Security License (preferred)

About Skyline

Skyline is a full-service IT integrator, enterprise solutions provider, and product development organization headquartered in Maryland and serving clients throughout North America. 

Our mission is to enrich the lives of those we serve, while passionately creating solutions to complex problems. We strive to co-create value with employees, customers, partners, and our community in every interaction. 

We establish trusting relationships through capability, commitment, and consistency. We openly communicate, deepening relationships through mutual trust, respect, and grace; even in times of adversity. 

If you are looking to work for a company that cares deeply about its employees and clients, if you’re inspired by our mission and values, if you want to further develop yourself and others, please apply today!