WE WILL ONLY ACCEPT APPLICATIONS WITH at least 2 Years Experience in Surveillance Services

A growing company based in New York City is seeking a Remote Help Desk Engineer to support onboarding, technical support, and ongoing health management of access control, surveillance, and security technology platforms. This role is adecuado for someone who loves solving technical problems, improving processes, and working directly with clients in a fast-paced environment.

Employment Type
Full-Time | Remote

What You'll DoSystem Onboarding & Configuration
• Configure and program access control, intercom, and surveillance systems for newly sold projects.
• Gather project requirements from internal stakeholders and clients.
• Create deployment-ready configurations and documentation for field technicians.
• Coordinate with installation teams to ensure successful deployments.
• Maintain clear onboarding and handoff processes.

Technical Support & Managed Services
• Serve as a primary technical contact for existing clients.
• Troubleshoot and resolve support tickets remotely.




• Handle user management, credential updates, connectivity issues, device diagnostics, and system reconfigurations.
• Escalate complex issues when on-site support is required.
• Monitor ticket trends and identify recurring issues.

Systems Health & Process Improvement
• Monitor system uptime, connectivity, licensing, and software status.
• Conduct recurring health checks across client environments.
• Develop SOPs, troubleshooting guides, and knowledge base documentation.
• Recommend improvements that enhance operational efficiency and scalability.
• Report system performance and process improvements to leadership.

What We're Looking For

Required Qualifications
• Fluent in both English and Spanish (written and verbal).
• Experience supporting, programming, or installing access control and/or video surveillance systems.
• Strong troubleshooting and customer support skills.
• Experience working with ticketing sy

📌 Bilingual Remote Help Desk Engineer (Ciudad de México)
🏢 OnSpot
📍 Ciudad de México