Careers
Physical Security Technical Helpdesk Specialist
Location: Bangalore, India
Salary: Competitive
Contract: Permanent
Hours: Full-time
About the role
The role represents an opportunity for global experience providing engineering support to our client’s enterprise-level electronic security systems and architecture in QCIC RUN’s technical support helpdesk environment.
The engineer will be required to participate in an out-of-hours rota as directed.
The successful candidate will also be required to work a rota of early and late shifts on alternative weeks, all shifts is required to be performed in our India office. This role forms part of our global RUN team so the successful candidate will be liaising with colleagues and clients in the rest of EMEA, APAC, and the US.
This role would suit an individual who has experience in CCURE, Lenel, Genetec or has equivalent certifications with Prowatch and feels confident they can transition their skills. We will provide relevant training to the successful candidate.
What you will do
Provide technical support and troubleshooting assistance for electronic security systems, including diagnosing and resolving hardware and software issues via our RUN Helpdesk Support environment. Helpdesk Support/ Telephonic Customer Service experience is required.
Conduct system testing and commissioning to ensure the functionality, reliability, and performance of electronic security systems and applications are in order.
Perform planned periodic maintenance and software updates for electronic security systems to ensure optimal performance and security of associated Access Control & CCTV applications as directed.
Respond to application related issues (impacting a single site or individual assets on a single site, with impact to core business activities)
Day to day operations – maintenance and support – including but not limited to reactive support activities, ticket triage, escalations, etc. as directed
Day to day operations – testing and validation of changes, repairs and additions to security systems in conjunction with hardware vendor or installation teams as directed
Day to day monitoring of activities, planned system audits or health checks within a specific site or region including access control, CCTV, and intrusion detection related activities as directed
Work with and provide security application support to the client’s infrastructure teams related to the servers, networks infrastructure required to run the security applications
Provide governance and control in maintaining and applying the agreed system standards with all programming and system configuration.
Provide coordination and site attendance support to Q-Net partners required for onsite reactive maintenance related to a service request, providing updates to the customer whilst ensuring partner adheres to the SLA requirements. Upon completion of the attendance by the partner, all required documents is to be collected and ticket system and reports are updated, while detail received from partner is reviewed for accuracy.
Escalation and liaison internally to product champions as well as with the manufacturer for Level 3 support items as required
Provide administration support on all license renewals including proposal creation, license renewals tracking and executing, license roll-out, delivery confirmation and supply of detaill for invoicing completion.
Ensure all relevant information is uploaded to internal project folders on both QCIC SharePoint and client SharePoint/Microsoft Teams sites.
Assist with monitoring service cost, reviewing partner job cards and expenses and presenting to service managers.
Assist with monthly performance reporting for both clients and leadership.
Effectively communicate new or existing service developments to the service manager/Account Directors. Conduct training sessions for clients and end-users on the operation and maintenance of security systems.
Stay up-to-date with the latest trends and developments in electronic security technology committing to CPD and self-learning/development.
Ad-hoc assignments, duties and responsibilities as requested by the service manager/Account Directors.
What we are looking for
C-Cure, Genetec, Lenel & Prowatch certification
Experience with Enterprise Level Electronic Security Systems
Experience with deploying and/or supporting
Excellent attention to detail
Experience with ticketing systems
Able to assess reported issues and rectify
Able to work with remote connectivity tools
Excellent communication skills to peers and clients
Advanced Knowledge – Ccure9000 Electronic Access Control System (EACS), Victor / VideoEdge Video Surveillance System (VSS) System, Genetec VSS and Genetec EACS, Lenel Onguard, Prowatch
Any experience with above systems would be highly beneficial
Able to provide Microsoft OS support
Able to perform of Network Diagnostics
Able to understand SQL and Databases
Understanding of data protection and GDPR
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