Company Overview
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.
Job Overview
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
Compensation Estimated Pay Range: 75K-85K
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
Our Commitment to Diversity & Inclusion
At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
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