Technical Support Engineer

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.