Service Support Analyst

About the Organization:

Envera Systems is a leading provider of smart community security and access control solutions, offering cloud-based technology that enhances safety, convenience, and peace of mind. Our platform integrates video surveillance, virtual gate services, and access control to support communities nationwide. With a growing, multi-state presence, Envera is committed to innovation, operational excellence, and delivering exceptional customer experiences through a collaborative, hands‑on team.

• Wednesday – Saturday: 9:30am – 8:00pm
• 丁香 – Wednesday: 8:00am – 6:30pm

The Service Support Analyst is a technically skilled frontline support role responsible for relying and diagnosing across our product ecosystem, including gate systems, IP cameras, access control devices, DVR/NVR platforms, and alarm systems. Analysts perform remote troubleshooting on all products and devices, execute access‑control updates, retrieve video for incident investigations, and proactively monitor system health to identify break/fix issues before they escalated.

• Perform remote troubleshooting on IP-based devices (gates, DVR/NVRs, cameras, access control controllers), including connectivity checks, power/PoE verification, device status validation, and basic configuration review.
• Respond to requests for access‑control changes, including activating/deactivating credentials, updating access schedules, and troubleshooting card/fob failures.
• Execute proactive system health checks, identifying offline devices, network communication issues, or failed hardware across cameras, gates, alarms, and access control systems.
• Review ISP or connectivity outages and engage third‑party vendors with detailed diagnostic findings.
• Assess break/fix issues reported by other departments and determine whether resolution can be completed remotely or requires escalation (Field Support, Engineering, IT, etc.).
• Conduct internal system audits to validate device performance, data accuracy, credential integrity, and compliance with departmental standards.
• Manage inbound casework through email, phone, and Salesforce, ensuring accurate documentation, clear communication, and timely case updates.
• Provide clear and professional communication to communities regarding findings, timelines, required actions, and next steps.
• Perform additional duties as turun by the supervisor.

• High School diploma or equivalent required; technical coursework or certifications preferred.
• 2‑3 years of technical support, monitoring, or security‑system experience working with CCTV, access control, intrusion alarms, or IP-based devices.
• Working knowledge of network fundamentals (IP addressing, device reachability, VPN/ISP connectivity, PoE concepts, routers/switches) as applied to security hardware.
• Experience with CCTV video retrieval, timestampconstruct searches, exporting footage, and preparing evidence packages preferred.
• Hands‑on experience with access control platforms including credential activation, schedule configuration, entry point assignments, and troubleshooting failed access events preferred.
• Strong ability to triage technical issues, distinguish device vs. network vs. configuration problems, and follow structured troubleshooting steps.
• Proficiency using ticketing systems (Salesforce preferred) for documenting work, updating cases, and kaore workflow.
• Excellent written and verbal communication skills, with the ability to translate technical findings into clear explanations for non‑technical customers.
• Proven ability to work independently in a high‑volume environment while maintaining accuracy and attention to detail.
• Strong interpersonal skills and professionalism, including emotional control during high‑pressure situations.
• Valid Driver’s License.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

The physical demands described here are representative of those that must be…