Job Description – In\-house Technical Support Engineer (Access Control, CCTV \& Telecom Systems)
Position: Technical Support Engineer (In\-House Support)
- *Location:** Office Based
- *Department:** Technical Support / Customer Service
- *Reporting To:** Technical Support Manager
Job Summary
We are seeking 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 role involves troubleshooting technical issues, guiding customers remotely, coordinating with field engineers when required, and ensuring timely resolution of customer complaints while maintaining high levels of customer satisfaction.
Key Responsibilities
- Provide remote technical support to customers 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/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 necessary.
- Coordinate with onsite service engineers for issues requiring physical intervention.
- Maintain accurate records of customer complaints, resolutions, and service activities.
- Ensure adherence to agreed Service Level Agreements (SLAs) and response timelines.
- Assist customers with system upgrades, firmware updates, and preventive maintenance guidance.
- Prepare technical reports and documentation for resolved cases.
- Conduct basic customer training and user guidance when required.
- Follow up with customers to ensure successful resolution and closure of support tickets.
Required Skills \& QualificationsEducational Qualification
- Diploma / Bachelor's Degree in Electronics, Telecommunications, Computer Engineering, IT, or related field.
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.
Experience
- 1–5 years of experience in technical support, CCTV, Access Control, Security Systems, or Telecom Systems.
- Experience with brands such as Matrix, Grandstream, Hikvision, Dahua, ZKTeco, Suprema, or similar will be an advantage.
Key Competencies
- Excellent troubleshooting and analytical skills.
- Strong verbal and written communication skills.
- Customer\-focused approach.
- Ability to work under pressure and handle multiple support cases simultaneously.
- Good documentation and reporting skills.
- Team player with a positive attitude.
Performance Indicators (KPIs)
- First Response Time (FRT)
- Ticket Closure Rate
- Customer Satisfaction Score (CSAT)
- SLA Compliance
- Remote Resolution Percentage
- Repeat Complaint Reduction
Compensation
Salary will be commensurate with qualifications, experience, and technical expertise.
- *Job Type:** Full\-Time
- *Working Hours:** As per company policy
This role is ideal for the candidates who enjoy troubleshooting, customer interaction, and solving technical challenges remotely while supporting enterprise security and telecom solutions.
Pay: ₹11,000\.00 \- ₹15,000\.00 per month
Work Location: In person