Physical Security Systems Administrator

Position Summary: We are seeking an experienced Physical Security Systems Contractor to

provide break-fix support for our enterprise security infrastructure. This role will focus on

troubleshooting and resolving issues reported by our Global Security Operations Center

(GSOC) team through our Jira ticketing system. The contractor will work on-site in San

Francisco with cutting-edge security technologies and coordinate with field integrators to ensure

rapid resolution of critical security system issues.

Key Responsibilities:

Monitor and respond to break-fix tickets in Jira submitted by GSOC team during

Business Hours

Perform troubleshooting and diagnostics on physical security systems including:

Access Control Systems

Video Management Systems (VMS)

Visitor Management Systems

Network-Connected Security Devices

Analyze device and network connectivity issues using system logs and diagnostic tools

Determine root cause of system failures and implement software-based solutions when

Possible

Coordinate with field integrators when hardware replacement or on-site intervention is

Required

Provide clear dispatch instructions and technical guidance to integrators

Ensure proper resolution validation before integrator departure from site

Maintain detailed documentation of troubleshooting steps and resolutions in Jira

Escalate complex issues to appropriate vendor support channels when necessary

Participate in post-incident reviews to identify preventive measures

Required Technology Experience:

• Video Management: Axis cameras and video solutions, Genetec Security Center VMS,
• Sureview immersive video management
• Access Control: Wayvelinx cloud-based access control systems
• AI/Analytics: Alcatraz.ai facial authentication, Ambient.ai computer vision analytics
• Network troubleshooting for IP-based security devices
• Enterprise security system architecture and integration

Required Qualifications:

Minimum 5 years of hands-on experience with enterprise physical security systems

Strong experience with IP networking, VLANs, and network troubleshooting

Proficiency with Jira or similar ticketing systems

Experience coordinating with field technicians and integrators

Strong analytical and problem-solving skills

Excellent written and verbal communication skills

Ability to work independently and manage multiple concurrent issues

Must be able to work on-site in San Francisco during standard business hours

Reliable transportation to San Francisco location

Preferred Qualifications:

Industry certifications (e.g., Genetec, Axis, networking certifications)

Experience with enterprise-scale deployments

Knowledge of cybersecurity best practices for physical security systems

Previous GSOC or NOC experience

Experience with vendor escalation processes

Bay Area experience preferred

Key Performance Metrics:

Average ticket resolution time

First-Call Resolution Rate

Customer satisfaction scores from GSOC team

Successful integrator dispatch coordination rate

Working Conditions:

• Full-time on-site presence required at San Francisco location
• Standard business hours: 8:00 AM - 5:00 PM, Monday through Friday
• Occasional flexibility may be required for critical system issues

Professional Office Environment