Experienced Technical Support Professional

🧭 Role Overview

The Remote Service Technician is responsible for providing 24x7 remote monitoring, troubleshooting, and break-fix support for critical Building Management Systems (BMS), security systems, and control platforms. The role requires strong technical expertise combined with field experience to ensure high system availability and rapid issue resolution.

✅ Experience

• 3–6+ years of experience in: 
  • Building automation / security systems
  • Field service and/or remote support roles
• Experience in handling critical system operations or command center environments preferred

✅ Soft Skills

• Strong analytical and diagnostic approach
• Ability to work in 24x7 shift environment
• Excellent communication and coordination skills

🎓 Education

• Diploma / Degree in: 
  • Electrical / Electronics / Instrumentation / Controls Engineering
    (or equivalent technical field)

🌍 Work Environment

• 24x7 remote operations / command center role
• Interaction with global customers and field teams
• High focus on uptime, responsiveness, and service quality

🚀 Key Success Metrics

• SLA adherence (response & resolution time)
• System uptime and availability
• First-time fix rate (remote resolution)

Key Responsibilities

🔧 Remote Operations & Monitoring

• Provide 24x7 alarm monitoring and incident management for critical systems
• Analyze system alerts and proactively identify issues before impact
• Ensure timely response, escalation, and closure of alarms/incidents

🛠️ Break-Fix Support

• Perform remote troubleshooting and resolution of faults in: 
  • BMS (HVAC controls, automation)
  • Security systems (CCTV, access control, intrusion systems)
  • Integrated building platforms
• Coordinate with field technicians for on-site intervention when required
• Ensure minimal downtime for mission-critical systems

⚙️ Controls & Systems Expertise

• Diagnose issues related to: 
  • Controllers (PLC/DDC)
  • Field devices (sensors, actuators)
  • Communication protocols (BACnet, Modbus, etc.)
• Support system configuration, tuning, and optimization remotely

🌐 Remote Connectivity & Support

• Establish and manage remote connectivity to customer sites
• Maintain secure access and ensure compliance with cybersecurity standards
• Provide technical guidance to field teams during installations or troubleshooting

📊 Documentation & Reporting

• Maintain accurate records of incidents, resolutions, and system changes
• Generate reports for: 
  • Alarm trends
  • System performance
  • SLA adherence

🧠 Required Skills & Experience

✅ Technical Skills

• Hands-on experience in: 
  • BMS / Building Automation Systems
  • Security systems (CCTV, Access Control, Fire/Safety integration)
  • Controls (PLC/DDC systems)
• Strong troubleshooting and problem-solving skills
• Familiarity with: 
  • Networking basics (IP, VPN, remote access)
  • Industrial communication protocols