Technical Engineer

JOB OVERVIEW

The Technical Engineer plays a key role in ensuring the effective operation and reliability of security systems, including CCTV, alarm systems, intercoms, and access control. This role involves delivering timely technical assistance, performing system diagnostics, and providing maintenance and configuration support both remotely and on-site. The engineer collaborates closely with internal teams and clients to resolve technical issues, optimize system performance, and maintain a high level of customer satisfaction.

KEY RESPONSIBILITIES

1. CUSTOMER TECHNICAL SUPPORT

• Provide timely technical assistance to customers via phone, email, and remote desktop sessions.
• Perform remote diagnostics and troubleshooting to identify and resolve technical issues effectively.
• Guide customers through the setup, configuration, and troubleshooting of network switches, door access systems, and CCTV systems.

2. ON-SITE SUPPORT & SYSTEM CONFIGURATION

• Deliver on-site technical support as needed, including system setup, testing, and configuration.
• Ensure all installed systems operate according to customer requirements and industry standards.

3. INTERNAL COLLABORATION

• Work closely with internal departments such as Sales, Project, and Engineering to resolve customer concerns and provide technical input on solutions.
• Offer technical feedback to assist in continuous improvement of products and services.

4. DOCUMENTATION & REPORTING

• Accurately document customer interactions, technical issues, and solutions in a timely and organized manner.
• Maintain service records and technical logs for future reference and analysis.

5. CONTINUOUS LEARNING & INDUSTRY AWARENESS

• Stay updated on the latest trends, tools, and best practices in security systems and related technologies.
• Participate in relevant training and development opportunities to enhance technical skills and product knowledge.

REQUIREMENTS

• Diploma or Degree in Engineering, Electronics, IT, or a related technical field.
• Experience in setting up and configuring CCTV, door access systems, and security technologies preferred.
• Familiar with network switch configuration and basic networking protocols (e.g., IP addressing, VLANs).
• Strong problem-solving skills and attention to detail.
• Able to diagnose and resolve both hardware and software issues effectively.
• Excellent communication and interpersonal skills.
• Customer-focused with a proactive approach to technical support.
• Able to work independently and as part of a team.
• Willing to travel to customer sites for on-site support when required.
• Valid Class 3 driver’s license for site visits and travel.

PREFERED ATTRIBUTES

• Prior experience working in the security solutions industry.
• Knowledge of IP-based security systems and video management software.
• Familiarity with common operating systems (Windows, Linux) and remote support tools.
• Ability to manage multiple support cases simultaneously and prioritize effectively.
• Strong organizational skills and ability to document technical issues clearly.
• Positive attitude with a willingness to learn and adapt to new technologies.
• Good physical fitness to handle on-site installations and equipment.
• Ability to remain calm and professional under pressure.