Service/SLA Technician at EDGEWORTH SECURITY – Livermore, California

Position Overview
We are seeking a motivated and technically skilled Service/SLA Technician with strong knowledge in networking and security systems. This role is responsible for servicing, maintaining, and supporting video surveillance, access control, alarms, and related IT/network infrastructure. The ideal candidate will have proven experience in troubleshooting networks, installing and programming switches, configuring wireless access points and Wi-Fi systems, as well as providing SLA (Service Level Agreement) services such as camera cleaning, preventative maintenance, and small-scale installations.

Essential Job Function and Responsibilities:

• Networking & IT Systems
  • Install, configure, and program network switches, routers, and firewalls as related to security system deployments.
  • Deploy and maintain wireless and Wi-Fi networks to support cameras, access control, and security devices.
  • Troubleshoot network connectivity issues, IP addressing, VLANs, and PoE devices.
  • Work closely with IT teams to ensure system integration into client networks.
• Security Systems Service
  • Perform service calls for video surveillance, access control, alarm systems, and related infrastructure.
  • Diagnose and resolve hardware and software issues with cameras, recorders, controllers, and alarms.
  • Provide small installations and repairs as part of SLA service delivery.
• Cabling & Testing
  • Pull, terminate, and test low-voltage cabling for network and security systems.
  • Use tools and test equipment such as Fluke testers, multimeters, and certifiers to ensure system performance and compliance.
• SLA Commitments
  • Perform preventative maintenance, including cleaning and adjusting cameras and field devices.
  • Document service work accurately in ticketing systems with detailed reports and recommendations.
  • Ensure SLA timelines and response commitments are consistently met.
• Customer Service
  • Provide clear communication to clients regarding service status, findings, and next steps.
  • Maintain a high level of professionalism and customer satisfaction on every job.

Qualifications

• 2+ years of experience in networking or security systems service (integration industry experience preferred).
• Strong knowledge of networking fundamentals, including IP addressing, subnetting, VLANs, DHCP, and DNS.
• Hands-on experience installing and programming managed switches, wireless access points, and Wi-Fi solutions.
• Familiarity with security systems: video surveillance, access control, intrusion, and alarms.
• Proficiency with cabling tools, test equipment (Fluke, certifiers, crimpers, etc.), and diagnostic tools.
• Ability to read and understand wiring diagrams, floorplans, and technical manuals.
• Strong troubleshooting and problem-solving skills under pressure.
• Excellent communication and customer service skills.
• Valid driver’s license and reliable transportation.

Preferred Certifications (a plus but not required)

• CompTIA Network+ or CCNA
• Manufacturer training (Axis, Avigilon, Genetec, Honeywell, Ubiquiti, Cisco, etc.)
• Low-voltage or state technician license
• OSHA 10/30