Technical Support For CCTV

Job Summary:

The Technical Support Executive is responsible for providing technical assistance, troubleshooting, installation support, and after-sales service for CCTV surveillance systems and related security products. The role involves supporting customers, dealers, and internal teams to ensure smooth operation and timely resolution of technical issues.

Role & responsibilities

• Provide technical support for CCTV products including IP Cameras, DVRs, NVRs, XVRs, Video Door Phones, Access Control Systems, and related accessories.
• Diagnose and troubleshoot hardware, software, and network-related issues in surveillance systems.
• Assist customers, dealers, and field engineers with installation, configuration, and commissioning of CCTV systems.
• Provide remote support through phone, email, remote access tools, and video calls.
• Guide customers on network setup, port forwarding, mobile app configuration, and remote viewing.
• Escalate complex technical issues to senior technical teams or product specialists when required.
• Maintain records of support requests, service activities, and issue resolutions.
• Coordinate with the sales and service teams to ensure customer satisfaction.
• Conduct product demonstrations and technical training sessions for customers, partners, and employees.
• Test and evaluate new products and firmware updates before deployment.
• Support warranty claims, product replacements, and RMA processes.
• Ensure compliance with company service standards and response timelines.

Required profile:

• Provide technical support for CCTV products including IP Cameras, DVRs, NVRs, XVRs, Video Door Phones, Access Control Systems, and related accessories.
• Diagnose and troubleshoot hardware, software, and network-related issues in surveillance systems.
• Assist customers, dealers, and field engineers with installation, configuration, and commissioning of CCTV systems.
• Provide remote support through phone, email, remote access tools, and video calls.
• Guide customers on network setup, port forwarding, mobile app configuration, and remote viewing.
• Escalate complex technical issues to senior technical teams or product specialists when required.
• Maintain records of support requests, service activities, and issue resolutions.
• Coordinate with the sales and service teams to ensure customer satisfaction.
• Conduct product demonstrations and technical training sessions for customers, partners, and employees.
• Test and evaluate new products and firmware updates before deployment.
• Support warranty claims, product replacements, and RMA processes.
• Ensure compliance with company service standards and response timelines.

Required Skills:

• Strong knowledge of CCTV surveillance systems and security products.
• Good understanding of IP networking concepts including TCP/IP, DHCP, DNS, Port Forwarding, VLAN, and PoE.
• Knowledge of DVR, NVR, IP Camera, Analog Camera, Access Control, and Video Intercom systems.
• Familiarity with remote monitoring software and mobile applications.
• Ability to diagnose hardware and network issues effectively.
• Good communication and customer handling skills.
• Ability to work independently and in a team environment.
• Basic understanding of computer hardware and operating systems.

Qualifications:

• Diploma or Bachelor's Degree in Electronics, Electrical, Computer Science, Information Technology, or related field.
• Certification in Networking or CCTV technologies will be an added advantage.

Experience:

• 1 to 5 years: Technical Support Executive.
• Experience in CCTV, surveillance, networking, or security industry preferred.
• Multilingual will be an added advantage.

Preferred candidate profile

• IP Cameras and Analog Cameras
• DVR, NVR, and XVR Configuration
• Network Switches and PoE Switches
• Access Control Systems
• Video Door Phones
• Wi-Fi and Networking Fundamentals
• Mobile Application Configuration
• Remote Access Setup and Troubleshooting

Key Competencies:

• Problem-solving ability
• Customer service orientation
• Technical troubleshooting skills
• Time management
• Communication skills
• Attention to detail
• Team collaboration

Working Conditions:

• Office-based technical support with occasional field visits if required.
• May require support during product launches, critical customer issues, or after business hours in emergency situations.