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Service Coordinator / Remote Technical Support Specialist

Company: Platinum Protection Systems
Location: Methuen, MA / Office-Based with Remote Support Responsibilities
Job Type: Full-Time

About the Role

Platinum Protection Systems is looking for a Service Coordinator / Remote Technical Support Specialist to help manage daily service operations, support field technicians, and assist customers with technical issues involving security, networking, access control, video surveillance, alarm, and intercom systems.

This position is responsible for coordinating and dispatching 3–4 technicians at multiple customer locations, managing service priorities, troubleshooting issues remotely, communicating with customers, and ensuring tickets are properly documented and closed out.

This is not just a scheduling position. The right person needs to be organized, technically capable, customer-service focused, and able to help diagnose problems before deciding whether a technician needs to be dispatched.

Key Responsibilities

The Service Coordinator / Remote Technical Support Specialist will be responsible for:

• Coordinating daily schedules for 3–4 field technicians at various customer locations
• Dispatching technicians based on priority, location, urgency, and skill set
• Managing service ticket flow from initial customer call through completion
• Determining whether issues can be resolved remotely or require an onsite technician
• Speaking with non-technical customers to understand the issue and identify the likely root cause
• Asking the right questions to gather useful details before dispatching service
• Providing remote technical support to customers and field technicians
• Assisting technicians remotely with troubleshooting, programming, software configuration, and diagnostics
• Remotely updating or configuring software when needed
• Helping customers with access control, camera, alarm, intercom, and security software platforms
• Training customers on how to use security software, mobile apps, and web portals
• Prioritizing urgent service calls while managing routine tickets and follow-ups
• Communicating service status, arrival updates, and next steps to customers
• Coordinating with vendors and manufacturer technical support when needed
• Documenting troubleshooting steps, resolutions, parts needed, and follow-up actions
• Closing tickets in the CRM based on remote resolution or technician completion notes
• Following up with customers to confirm issues are resolved

Technical Support Areas

Experience with any of the following is helpful:

• Access control systems
• Video surveillance systems
• NVRs, DVRs, and camera software
• Intrusion alarm systems
• Intercom systems
• Security management software
• Cloud-based security platforms
• IP networking
• Remote access tools
• Windows computers and basic workstation support
• Network switches, firewalls, VPNs, and internet connectivity issues

Remote Support Tools

The role may involve using remote support and communication tools such as:

• LogMeIn
• AnyDesk
• NinjaRMM
• Windows Remote Support / Quick Assist
• FaceTime
• Remote desktop tools
• Vendor cloud portals
• CRM and service ticketing systems

Ideal Candidate

The ideal candidate should have:

• Strong communication and customer service skills
• Ability to work with non-technical customers and translate their concerns into useful technical information
• Strong time management and dispatch management skills
• Ability to prioritize multiple service calls at the same time
• Experience supporting field technicians remotely
• Technical troubleshooting ability for software, networking, and security systems
• Good understanding of IP networking basics, including IP addresses, connectivity, ports, remote access, and device status
• Ability to remain calm and professional during urgent service issues
• Strong organization and follow-through
• Ability to document service activity clearly in a CRM or ticketing system
• Willingness to learn new platforms, software, and manufacturer systems
• Ability to take ownership of service issues from the first call through resolution

Preferred Experience

Preferred but not required:

• Prior experience in the security, low-voltage, IT support, managed services, or service dispatch industry
• Experience dispatching or coordinating multiple technicians
• Experience with access control software
• Experience with camera/NVR/VMS platforms
• Experience with alarm panel troubleshooting
• Experience with remote support tools such as LogMeIn, AnyDesk, NinjaRMM, Windows Remote Support, or similar platforms
• Experience using CRM, ticketing, or dispatch software
• Experience dealing directly with customers by phone and email

What We’re Looking For

We are looking for someone who can help run the service desk, support technicians in the field, and communicate professionally with customers.

The right candidate should be able to listen to a customer describe a problem, determine what information is needed, troubleshoot remotely when possible, and dispatch the correct technician when onsite service is required.

This person should be comfortable balancing multiple service calls, managing priorities, updating tickets, coordinating technician schedules, and making sure customers receive clear communication throughout the process.

How to Apply

Please submit your resume and a brief description of your experience with service coordination, remote technical support, customer service, security systems, networking, dispatching, or CRM/ticket management.