GardaWorld · 8 hours ago
Remote Service Technician
United States
Full-time
Remote
Entry Level
1+ years expGardaWorld is a leader in security technology and remote surveillance, and they are seeking a Remote Services Technician I. This role involves troubleshooting network video recorders, cameras, and audio devices while providing excellent customer service and support.
Physical SecurityRisk ManagementSecurity
Responsibilities
Answer, process, and document incoming calls from technicians and customers
Execute troubleshooting steps, ask clarifying questions, and identify root causes of concerns
Maintain effective call/ticket ownership, ensuring timely resolutions and ongoing communication on issues
Comply with corporate and departmental policies and procedures
Assist the Project Management team in setting up new accounts for monitoring
Address more straightforward technical problems, including troubleshooting basic IP cameras, networking issues, and audio units
Escalate issues to higher-tier specialists or field service dispatch when necessary
Provide guidance to field technicians over the phone
Collaborate with customer/3rd party personnel to resolve internal network issues
Participate in special projects and perform additional duties as required
Work closely with a team for daily tasks, remaining constantly in communication via voice chat
Manage time efficiently, organize and prioritize tasks, and demonstrate ownership in a remote professional arrangement
Maintain confidentiality and express understanding/empathy toward clients and their situations
Utilize active listening skills, probing and troubleshooting questions, and creative problem-solving for first-contact resolution
Demonstrate excellent writing, interpersonal, and communication skills
Perform other duties as required
Qualification
Required
Authorized to work in the United States
Able to pass an extensive screening process
High School Degree or GED required
Minimum of 1-2 years of working experience in a technology role, preferably with basic technical support experience
Preferred
Graduates of a Associate's Degree in Information Technology, Computer, Engineering, or Business
Professional Technology Certifications (Microsoft, ITIL, CompTIA, Cisco, etc.) are highly desirable
Experience in CCTV with IP Cameras, VMS Systems, and network appliances is beneficial
Knowledge of monitoring systems such as Zabbix, Prometheus, etc
Familiarity with Remote Troubleshooting tools (VNC, TeamViewer, Splashtop)
Experience with a ticketing system, preferably Freshworks, Field Service Lightning, or a similar ITIL-enabled helpdesk platform
Benefits
Medical, dental, and vision insurance plans
401(k) with employer matching contributions
Paid time off (PTO) policy
Paid holidays
Disability coverage
Life insurance options
Company
GardaWorld
Garda World Security Corporation provides security solutions, cash logistics, and risk consulting services.
10001+ employees
H1B Sponsorship
GardaWorld has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2023 (1)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
$2.6B2025-11-05Debt Financing· $650M
2024-10-29Debt Financing· $1B
2024-07-22Debt Financing· $550M
Leadership Team
Stephan Cretier
Chairman, Founder, President and Chief Executive Officer
Recent News
Morningstar.com
2026-01-23
2026-01-12
Company data provided by crunchbase