Technical Helpdesk Specialist

About The Role

• Opportunity for global experience providing engineering support to client’s enterprise-level electronic security systems and architecture within a technical support helpdesk environment.
• Participate in an out-of-hours rota as directed.
• Work a rota of early and late shifts on alternative weeks, all shifts performed in the India office.
• Liaise with colleagues and clients in EMEA, APAC, and the US as part of the global RUN team.
• This role would suit an individual with experience in CCURE, Lenel, Genetec or has equivalent certifications with Prowatch, and confidence in transitioning skills.
• Relevant training will be provided.

Key Responsibilities

• Provide technical support and troubleshooting assistance for electronic security systems, diagnosing and resolving hardware and software issues via the RUN Helpdesk Support environment.
• Conduct system testing and commissioning to ensure functionality, reliability, and performance of electronic security systems and applications.
• Perform planned periodic maintenance and software updates for electronic security systems to ensure optimal performance and security of associated Access Control & CCTV applications.
• Respond to application-related issues impacting a single site or individual assets.
• Day-to-day operations: maintenance and support, including reactive support activities, ticket triage, and escalations.
• Day-to-day operations: testing and validation of changes, repairs, and additions to security systems in conjunction with hardware vendors or installation teams.
• Day-to-day monitoring of activities, planned system audits, or health checks within a specific site or region, including access control, CCTV, and intrusion detection activities.
• Provide security application support to client’s infrastructure teams related to servers and network infrastructure required to run security applications.
• Provide governance and control in maintaining and applying agreed system standards with all programming and system configuration.
• Provide coordination and site attendance support to Q-Net partners for onsite reactive maintenance related to service requests, providing updates to the customer and ensuring partner adherence to SLA requirements.
• Upon partner attendance completion, collect required documents, update ticket system and reports, and review detail received from partner for accuracy.
• Escalate and liaise internally to product champions and with manufacturers for Level 3 support items.
• Provide administration support on all license renewals, including proposal creation, tracking and execution of renewals, license roll-out, delivery confirmation, and supply of data for invoicing completion.
• Ensure all relevant information is uploaded to internal project folders on QCIC SharePoint and client SharePoint/Microsoft Teams sites.
• Assist with monitoring service cost, reviewing partner job cards and expenses, and presenting to service managers.
• Assist with monthly performance reporting for clients and leadership.
• Effectively communicate new or existing service developments to the service manager/Account Directors.
• Conduct training sessions for clients and end-users on the operation and maintenance of security systems.
• Stay up-to-date with the latest trends and developments in electronic security technology, committing to CPD and self-learning/development.
• Ad-hoc assignments, duties, and responsibilities as requested by the service manager/Account Directors.

Requirements & Tech Stack

• Helpdesk Support/ Telephonic Customer Service experience required.
• Experience with ticketing systems.
• Ability to assess reported issues and rectify them.
• Ability to work with remote connectivity tools.
• Excellent communication skills to peers and clients.
• Ability to provide Microsoft OS support.
• Ability to perform Network Diagnostics.
• Ability to understand SQL and Databases.
• Understanding of data protection and GDPR.

Qualifications

• C-Cure, Genetec, Lenel & Prowatch certification.
• Experience with Enterprise Level Electronic Security Systems.
• Experience with deploying and/or supporting electronic security systems.
• Excellent attention to detail.
• Advanced Knowledge:
• Ccure9000 Electronic Access Control System (EACS)
• Victor / VideoEdge Video Surveillance System (VSS) System
• Genetec VSS and Genetec EACS
• Lenel Onguard
• Prowatch
• Any experience with the above systems would be highly beneficial.