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Envera Systems · 6 hours ago

Service Support Analyst

Sarasota, FL

Full-time

Onsite

Entry, Mid Level

2+ years exp

Envera Systems is a leading provider of smart community security and access control solutions. The Service Support Analyst is responsible for diagnosing and resolving service issues across various security devices, providing technical support, and ensuring system health through proactive monitoring and troubleshooting.

Information TechnologySecurity

Responsibilities

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 assigned by the supervisor

Qualification

Technical support experienceNetwork fundamentalsCCTV experienceAccess control platformsTicketing systemsCommunication skillsInterpersonal skillsAttention to detail

Required

High School diploma or equivalent required

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

Strong ability to triage technical issues, distinguish device vs. network vs. configuration problems, and follow structured troubleshooting steps

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 Drivers License

Must pass background check and drug screening

Preferred

Technical coursework or certifications

Experience with CCTV video retrieval, timestamp-based searches, exporting footage, and preparing evidence packages

Hands-on experience with access control platforms including credential activation, schedule configuration, entry point assignments, and troubleshooting failed access events

Proficiency using ticketing systems (Salesforce preferred)