Technical Support Executive Matrix EPABX, COSEC & SATATYA

About the Role

We need a Technical Support Executive who knows Matrix products inside out - EPABX/IP PBX telecom systems, COSEC access control & time-attendance, and SATATYA (IPVS) video surveillance. You'll be the go-to person for pre-sales technical consultation, remote troubleshooting, on-site commissioning support, and post-installation client training.

If you've configured Matrix PBX trunks, set up COSEC door controllers, or tuned SATATYA NVR recording schedules, this role is built for you.

Key Responsibilities

1. Provide remote and on-site technical support for the full Matrix product lineup - EPABX/IP PBX (ETERNITY, PRASAR, NAVAN), COSEC (door controllers, readers, panels, software), and SATATYA (IP cameras, NVRs, video management).
2. Configure and commission Matrix EPABX systems - trunk programming (PRI/SIP/FXO), extension setup, auto attendant/IVR configuration, call routing, voicemail, and CDR reporting.
3. Set up and troubleshoot Matrix COSEC access control systems - door controllers (PANEL200P, PANEL300), fingerprint/face/card readers, anti-passback rules, visitor management, and time-attendance policies.
4. Install and configure Matrix SATATYA video surveillance - IP cameras, NVRs (SATATYA SAMAS), PoE switches, recording schedules, motion detection, and remote viewing via SATATYA SIGHT app.
5. Provide pre-sales technical support - assess client requirements, recommend the right Matrix product configuration, prepare BOQs (Bill of Quantities), and assist the sales team with technical presentations.
6. Conduct on-site and remote training sessions for clients on operating and managing their Matrix systems.
7. Escalate complex issues to Matrix TAC (Technical Assistance Center) and follow through to resolution.
8. Maintain a knowledge base of common configuration scenarios, troubleshooting guides, and best practices for each Matrix product line.
9. Support integration projects - connecting Matrix COSEC with third-party HRMS platforms, or linking EPABX with CRM dialers.

Required Qualifications

• 1-5 years of hands-on experience with Matrix products - at least one product line (EPABX, COSEC, or SATATYA) in depth.
• Strong understanding of IP telephony fundamentals - SIP, PRI, FXO/FXS, call routing, IVR, and voicemail.
• Working knowledge of access control concepts - door wiring, controller programming, reader types (fingerprint, card, face), and access policies.
• Understanding of IP-based CCTV - camera types, NVR configuration, PoE networking, recording modes, and remote access setup.
• Solid IP networking skills - static IP, DHCP, VLAN, NAT/port forwarding, firewall rules - as they relate to Matrix device deployment.
• Excellent troubleshooting methodology - ability to isolate issues across hardware, software, network, and configuration layers.
• Good communication skills - you'll train non-technical users and coordinate with client IT administrators.
• Diploma or degree in Electronics, Telecom, IT, or Computer Science.

Preferred (Nice-to-Have)

• Matrix Certified Engineer (MCE) certification in any product line.
• Experience with Matrix NAVAN CNX200/CNX220 or ETERNITY series programming.
• Exposure to SIP trunk configuration with carriers like Airtel, Tata, or Jio Business.
• Familiarity with third-party access control brands (eSSL, HID, Honeywell) for comparison and migration projects.
• Experience with structured cabling, patch panels, and server rack management.
• Willingness to travel for on-site commissioning and training across India.

Apply for this role

Email your resume with the subject line "Matrix Support Executive Application"

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.