Service Desk Technician II

Watchtower Security is the nation's leading provider of all-inclusive, fully managed video surveillance solutions, exclusively dedicated to the multifamily housing industry. For over two decades, we have partnered with property management groups across the nation, empowering them to provide peace of mind to their communities.

As a rapidly growing and dynamic organization, we pride ourselves on a fast-paced, collaborative environment where innovation, critical thinking, and a commitment to excellence drive our success. We are seeking passionate individuals eager to contribute to a team that values strong communication, attention to detail, and a shared dedication to making a tangible difference in multi-family communities.

We are seeking a highly skilled and proactive Service Desk Technician II to join our rapidly growing Service Department. This pivotal role is responsible for maintaining the constant operation of our nationwide network video systems by expertly managing virtual troubleshooting, coordinating physical resolutions with field technicians and subcontractors, and responding effectively to escalation requests. The ideal candidate will also oversee the procurement of necessary parts through our logistics team, manage inventory for subcontracted partners, and drive service tickets through to a complete, verified solution.

Essential Job Functions:

• Advanced Troubleshooting & Resolution:
  • Conduct comprehensive virtual troubleshooting to diagnose network connectivity issues in a Linux-based environment, and identify malfunctioning or damaged equipment at client sites.
  • Evaluate escalated tickets and develop strategic plans for on-site resolutions, collaborating with technical teams and field personnel.
  • Take scheduled service calls with field technicians and subcontractors, providing expert guidance and managing the implementation of physical resolutions.

• Inventory & Procurement Management:
  • Utilize the inventory management system to accurately procure necessary equipment and parts for physical resolution needs, coordinating closely with our logistics team.
  • Manage and monitor the inventory of all subcontracted partners, ensuring availability and accountability of equipment.

• Documentation & Quality Assurance:
  • Use the ticketing system to review previous troubleshooting efforts, and meticulously document all current actions, outcomes, and site-specific notes for ongoing client support and historical reference.
  • Audit client site documentation to identify inaccuracies or missing information and create detailed tickets for necessary corrections.

• Administrative & Collaborative Support:
  • Perform accurate administrative data entry related to service tickets, inventory, and project status.
  • Fulfill other tasks as directed by Department Leadership to support overall service operations and strategic initiatives.

Qualifications & Skills:

• Technical Expertise:
  • Proven experience virtually monitoring, troubleshooting, and diagnosing professional network equipment (e.g., Lights-Out Management).
  • Comprehensive knowledge of computer hardware, including desktops, laptops, networking equipment, and analog/IP surveillance cameras.
  • Proficiency with Linux operating systems and command line interface.
  • Extensive experience in remotely installing, configuring, and managing network equipment (routers, switches, wireless radios, cameras, etc.).

• Software Proficiency:
  • Experience with Google Workspace and Microsoft Office 365.

• Problem-Solving & Communication:
  • Exceptional problem-solving skills, with a passion for hands-on technical challenges in a fast-paced work environment.
  • Excellent written and verbal communication skills, with active listening abilities.
  • Strong decision-making skills and a very detail-oriented approach to tasks.

• Teamwork & Customer Service:
  • Strong team building, customer service, and interpersonal skills.