Physical Security Systems Analyst / Administrator (Santa Rosa)

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 Milestones 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.