[Hiring] Physical Security Systems Engineer @Black Birch Technology Group

Role Description

Black Birch Technology Group is seeking a technically skilled and highly organized Remote Help Desk Engineer to support the operations of a U.S.-based commercial security integrator. This role serves as a central technical resource across three key areas:

• New system onboarding and configuration
• Remote technical support for existing clients
• Ongoing systems health and best-practice management

The ideal candidate is comfortable working directly with U.S.-based clients, troubleshooting technical issues remotely, configuring security platforms, documenting technical processes, and coordinating with sales, customer success, field technicians, and leadership.

Qualifications

• Fluent spoken and written English and Spanish
• Previous experience with access control and/or video surveillance systems, including installation, programming, configuration, or technical support
• Strong technical troubleshooting and problem-solving skills
• Ability to independently diagnose and resolve technical issues in a remote support environment
• Experience working with helpdesk ticketing systems and structured support processes
• Strong client-facing communication skills and ability to work professionally with U.S.-based customers
• Excellent documentation skills with the ability to create clear configuration notes, technical procedures, and SOPs
• Strong organizational and time-management skills
• Ability to manage multiple technical requests, tickets, and projects simultaneously
• Reliable home-office environment with stable internet connectivity suitable for remote system access and video meetings

Requirements

• Experience with one or more of the following platforms: Avigilon, Hanwha, Hikvision, Isonas, Keyscan / dormakaba Aurora, 2N, Swiftlane, Motorola Solutions
• Previous experience working in a Managed Services Provider (MSP) or systems-integration environment
• Familiarity with low-voltage and networking fundamentals
• Understanding of IP addressing, VLANs, PoE, VPN connectivity, and related networking concepts
• Experience using Microsoft Visio or similar tools for floor plans, riser diagrams, and technical documentation
• Existing security-platform certifications are an advantage

Technical Skills

• Remote troubleshooting and technical support
• Access control systems
• CCTV and video surveillance systems
• Intercom systems
• Helpdesk and ticketing platforms
• System programming and configuration
• IP networking fundamentals
• VLANs, PoE, and VPN connectivity
• Technical documentation and SOP development
• Device and system health monitoring
• Microsoft Visio or similar diagramming tools

Core Competencies

• Technical Troubleshooting
• Customer Service
• English & Spanish Communication
• Problem Solving
• Attention to Detail
• Technical Documentation
• Organization & Time Management
• Independent Work
• Process Improvement
• Systems Thinking
• Client Communication
• Technical Adaptability

Benefits

• Competitive salary package
• Paid sick days
• Private health insurance
• Christmas bonus
• Performance-based incentives
• Continuous training and professional development opportunities
• Opportunity to obtain and expand industry-specific technical certifications
• Opportunities for career growth within a growing organization
• Remote work environment
• Opportunity to work directly with U.S.-based clients and modern security technologies
• Exposure to access control, CCTV, networking, intercom, and integrated security platforms
• Supportive culture that values employee well-being and professional growth