Technical Support Engineer

Job Description:

Department: Technical Support

Work Mode: Work From Home

Employment Type: Full-Time

Job Summary

We are looking for a  Technical Support Engineer to provide day-to-day technical support for our  video surveillance and video analytics solutions . The candidate will be responsible for troubleshooting customer issues related to IP cameras, CCTV systems, servers, networks, video management systems, and related hardware and software.

The ideal candidate should have strong troubleshooting skills, practical knowledge of networking and surveillance systems, and the ability to provide effective  remote technical support to customers and internal teams.

Key Responsibilities

1. Provide  daily technical support to customers for surveillance and video analytics solutions.
2. Troubleshoot issues related to  IP cameras, CCTV systems, NVRs, servers, switches, and network connectivity .
3. Provide remote support for installation, configuration, and troubleshooting of surveillance systems.
4. Diagnose issues related to camera connectivity, video streaming, recording, storage, and system performance.
5. Troubleshoot  server-related issues , including basic hardware, operating system, storage, and service-related problems.
6. Troubleshoot networking issues involving  IP addresses, LAN, switches, routers, ports, and connectivity .
7. Assist customers with camera configuration, network settings, and system connectivity.
8. Support the configuration and troubleshooting of  Video Management Systems (VMS) and video analytics applications .
9. Monitor and resolve technical complaints received from customers.
10. Coordinate with customers through calls, email, remote-access tools, and other communication platforms.
11. Identify the root cause of technical issues and provide appropriate solutions.
12. Escalate complex software, server, or application-related issues to the concerned technical team.
13. Maintain proper records of technical complaints, troubleshooting performed, and resolutions provided.
14. Follow up on unresolved issues until they are successfully closed.
15. Assist the implementation team during remote system installations, testing, and configuration.
16. Provide technical guidance to customers regarding the operation and basic troubleshooting of installed systems.

Required Technical Knowledge

The candidate should have practical knowledge of:

Surveillance & Video Systems

1. IP Cameras and CCTV systems
2. NVR/DVR systems
3. Camera configuration and troubleshooting
4. Video recording and storage
5. Video Management Systems (VMS)
6. Basic understanding of video analytics systems
7. Camera-to-server and camera-to-network connectivity

Networking

1. TCP/IP and basic networking concepts
2. IP addressing and subnetting
3. LAN/WAN
4. Routers and network switches
5. Network ports and connectivity troubleshooting
6. Basic network diagnostics and troubleshooting

Servers & Hardware

1. Server hardware and basic server management
2. Storage and HDD/SSD troubleshooting
3. Windows/Linux basic troubleshooting
4. Computer and laptop hardware
5. Installation and configuration of basic hardware components

General Technical Support

1. Remote desktop/support tools
2. Software installation and configuration
3. System troubleshooting
4. Basic understanding of logs and error identification
5. Technical issue documentation and reporting

Work From Home Requirements

Since this is a  Work From Home position , the candidate must have:

1. Own  laptop/computer suitable for technical support and remote troubleshooting.
2. Reliable  high-speed Internet connection .
3. Stable power supply and a suitable workspace.
4. Smartphone for customer and internal communication.
5. Backup Internet connection is preferred.
6. Ability to remain available during assigned working hours for customer support and technical coordination.

Required Skills

1. Strong troubleshooting and problem-solving skills.
2. Good understanding of CCTV, IP cameras, networking, and servers.
3. Ability to understand technical issues and identify their root cause.
4. Good communication and customer-handling skills.
5. Ability to explain technical solutions clearly to non-technical customers.
6. Ability to work independently while working remotely.
7. Good follow-up and issue-management skills.
8. Willingness to learn new surveillance, networking, and video analytics technologies.
9. Ability to handle multiple technical support requests and prioritize them according to urgency.

Experience & Qualification

Experience: 1–3 years of experience in Technical Support, CCTV/Surveillance, Networking, Server Support, VMS Support, or a related technical field.

Qualification: Diploma/Bachelor's degree in IT, Computer Science, Electronics, Networking, or a related field is preferred.

Key Performance Expectations

The Technical Support Engineer will be responsible for ensuring:

1. Timely response to customer technical issues.
2. Effective troubleshooting and resolution of technical complaints.
3. Proper follow-up of open/pending issues.
4. Minimal downtime for customer surveillance systems.
5. Accurate documentation of technical issues and resolutions.
6. Professional communication with customers and internal teams.
7. Timely escalation of issues requiring specialized technical intervention.

Work Location: Remote