Remote Service Technician
Company: ECAM
Location: Addison
Posted on: February 23, 2026
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Job Description:
Job Description: Be the Front Line of Smart Security & Technical
Support! The Remote Services Technician I plays a critical role in
keeping our security and monitoring systems running smoothly. In
this customer-facing, technical support position, you’ll serve as
the first point of contact for technicians and
clients—troubleshooting network video recorders, cameras, audio
devices, and basic networking issues while delivering a calm,
professional experience. You’ll take ownership of issues from
intake through resolution, collaborate closely with internal teams,
and escalate thoughtfully when needed. This role is ideal for
someone who enjoys problem-solving, communicating clearly under
pressure, and working as part of a highly connected remote team.
Comprehensive training is provided, setting you up for success and
long-term growth in a fast-paced technical environment. What’s in
it for You Competitive salary: $24 / hr Work site location:
Addison, TX Set schedule: Monday through Friday, 8:00 a.m. To 5:00
p.m. Flexibility is essential, as team members must be available to
work nights, weekends, and holidays as needed. Overtime may be
required based on business needs. Comprehensive benefits: medical,
dental, and vision insurance plans, 401(k) with employer matching
contributions, paid time off (PTO) policy, paid holidays,
disability coverage, and life insurance options. Career growth:
career growth opportunities at ECAM Travel: Travel expectations
vary by branch, with daily visits to client sites within the
market. (If Applicable) Your Responsibilities as Position Title
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 Your Qualifications Authorized to work in the United
States Able to pass an extensive screening process High School
Degree or GED required. 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. Minimum of 1-2 years of
working experience in a technology role, preferably with basic
technical support experience. 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.
Your skills and competencies Technical Troubleshooting Fundamentals
Customer Communication & Professionalism Issue Ownership &
Follow-Through Time Management & Remote Work Discipline
Collaboration & Escalation Judgment ECAM: Safeguarding Sites with
Innovation ECAM is a leader in security technology and remote
surveillance. With a mission to deliver smarter, more efficient
security solutions, ECAM protects construction sites, commercial
properties, and critical infrastructure with cutting-edge mobile
surveillance units, AI-driven monitoring, and professional guard
services. Their integrated approach helps clients reduce risk,
prevent loss, and maintain peace of mind—24/7. It is the policy of
ECAM to provide equal employment opportunities to all employees and
applicants for employment without regard to race, color, religion,
sex, national origin, age, veteran status, or disability in
accordance with applicable federal laws. In addition, ECAM complies
with applicable state and local laws governing nondiscrimination in
employment. This policy applies to all terms and conditions of
employment including, but not limited to hiring, placement,
assignment, promotion, termination, layoffs, recalls, transfers,
leaves of absence, compensation, and training. It is also the
policy of ECAM not to honor requests that employees be assigned on
the basis of sex or any other classification protected by law,
unless such request is based on a bona fide occupational
qualification for that assignment.
Keywords: ECAM, Cedar Hill , Remote Service Technician, IT / Software / Systems , Addison, Texas
