Technical Support Engineer (Access Control, CCTV & Telecom Systems)

Job Description Roles & Responsibilities We are looking for a proactive and technically skilled Technical Support Engineer to provide remote support for customers using Access Control Systems, CCTV Surveillance Systems, IP Telephony, and Telecom Solutions. The ideal candidate should have strong troubleshooting skills, a customer-focused approach, and experience supporting security and telecom systems. Key Responsibilities Provide remote technical support via phone, email, WhatsApp, remote desktop, and ticketing systems. Diagnose and troubleshoot issues related to: Access Control Systems CCTV & Video Surveillance Systems IP Cameras, NVRs, and DVRs IP Telephony & Telecom Systems Biometric Attendance Systems Networking components related to security systems Perform remote configuration, programming, and software troubleshooting. Escalate complex issues to senior engineers or OEM support teams when required. Coordinate with field engineers for onsite support requirements. Maintain accurate records of customer complaints, resolutions, and service activities. Ensure compliance with Service Level Agreements (SLAs). Assist customers with firmware upgrades, software updates, and preventive maintenance guidance. Prepare technical reports and documentation. Conduct basic customer training and user guidance. Follow up with customers to ensure successful issue resolution and ticket closure. Technical Skills Knowledge of CCTV systems, IP cameras, NVRs, and DVRs. Understanding of Access Control and Biometric Systems. Knowledge of IP Telephony and Telecom Systems. Basic networking knowledge including: TCP/IP LAN/WAN Switches & Routers Port Forwarding VPN Connectivity Familiarity with Windows operating systems and remote support tools. Ability to read technical manuals and wiring diagrams. Preferred Experience Experience with brands such as Matrix, Grandstream, Hikvision, Dahua, ZKTeco, Suprema, or similar solutions will be an advantage. Key Competencies Strong troubleshooting and analytical skills. Excellent verbal and written communication. Customer-focused mindset. Ability to manage multiple support cases simultaneously. Good documentation and reporting skills. Positive attitude and team-player approach. Performance Metrics First Response Time (FRT) Ticket Closure Rate Customer Satisfaction (CSAT) SLA Compliance Remote Resolution Percentage Reduction in Repeat Complaints Compensation Salary will be based on qualifications, experience, and technical expertise. Desired Candidate Profile Diploma or Bachelor's Degree in Electronics, Telecommunications, Computer Engineering, Information Technology, or a related field. 1–5 years of experience in Technical Support, CCTV, Access Control, Security Systems, or Telecom Systems. Employment Type Full Time Company Industry TelecomISP Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Telecom SystemsCCTV InstallationIT Support SpecialistTechnical Solutions EngineerApplication Support Engineer Get real-time job updates only on our App