Technical Helpdesk Specialist

QCIC; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

QCIC in Bengaluru, India seeks an experienced Security Systems Support Engineer to provide enterprise-level technical support for electronic security sistemas. The role involves on-site shifts and an out-of-hours rota, with global liaison across EMEA, APAC, and the US.

Training will be provided to certify in CCURE, Genetec, Lenel, or Prowatch. Responsibilities include testing, commissioning, maintenance, ticket triage, and collaboration with partners and client infrastructure teams.

Qualifications

• Certified in CCURE, Genetec, Lenel or Prowatch with hands-on enterprise security experience.
• Experience with electronic security systems and related applications.
• Ability to triage tickets and support remote connectivity tools.
• Solid understanding of SQL/databases and Microsoft OS support.
• Strong attention to detail and good communication with clients.

Responsibilities

• Provide technical support and troubleshooting for electronic security systems via RUN Helpdesk.
• Conduct system testing and commissioning for Access Control & CCTV solutions.
• Perform maintenance and software updates to ensure security system performance.
• Handle ticket triage, escalations and remote diagnostics.
• Coordinate with vendors, installation teams and clients on site.
• Monitor system health checks and audits within defined sites/regions.
• Support infrastructure teams regarding servers and networks for security apps.
• Ensure documentation uploaded to QCIC/Client SharePoint and Teams.
• Assist with monthly performance reporting and cost monitoring.
• Deliver training on operations/maintenance of security systems.
• Stay updated with security tech trends and CPD.

Skills

CCURE

Genetec

Lenel

Prowatch certification

Ticketing systems

Microsoft OS support

SQL & Databases

Network Diagnostics

Remote connectivity tools

CPD / continuous learning

Tools

SharePoint

Microsoft Teams

Helpdesk software

Job description

The role represents an opportunity for global experience providing engineering support to our client’s enterprise-level electronic security systems and architecture in QCIC RUN’s technical support helpdesk environment.

The engineer will be required to participate in an out-of-hours rota as directed.

The successful candidate will also be required to work a rota of early and late shifts on alternative weeks, all shifts is required to be performed in our India office. This role forms part of our global RUN team so the successful candidate will be liaising with colleagues and clients in the rest of EMEA, APAC, and the US.

This role would suit an individual who has experience in CCURE, Lenel, Genetec or has equivalent certifications with Prowatch and feels confident they can transition their skills. We will provide relevant training to the successful candidate.

What you will do

• Provide technical support and troubleshooting assistance for electronic security systems, including diagnosing and resolving hardware and software issues via our RUN Helpdesk Support environment. Helpdesk Support/ Telephonic Customer Service experience is required.
• Conduct system testing and commissioning to ensure the functionality, reliability, and performance of electronic security systems and applications are in order.
• Perform planned periodic maintenance and software updates for electronic security systems to ensure optimal performance and security of associated Access Control & CCTV applications as directed.
• Respond to application related issues (impacting a single site or individual assets on a single site, with impact to core business activities)
• Day to day operations – maintenance and support – including but not limited to reactive support activities, ticket triage, escalations, etc. as directed
• Day to day operations – testing and validation of changes, repairs and additions to security systems in conjunction with hardware vendor or installation teams as directed
• 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 related activities as directed
• Work with and provide security application support to the client’s infrastructure teams related to the servers, networks infrastructure required to run the security applications
• Provide governance and control in maintaining and applying the agreed system standards with all programming and system configuration.
• Provide coordination and site attendance support to Q-Net partners required for onsite reactive maintenance related to a service request, providing updates to the customer whilst ensuring partner adheres to the SLA requirements. Upon completion of the attendance by the partner, all required documents is to be collected and ticket system and reports are updated, while detail received from partner is reviewed for accuracy.
• Escalation and liaison internally to product champions as well as with the manufacturer for Level 3 support items as required
• Provide administration support on all license renewals including proposal creation, license renewals tracking and executing, license roll-out, delivery confirmation and supply of detaill for invoicing completion.
• Ensure all relevant information is uploaded to internal project folders on both 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 both 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.

What we are looking for

• C-Cure, Genetec, Lenel & Prowatch certification
• Experience with Enterprise Level Electronic Security Systems
• Experience with deploying and/or supporting
• Excellent attention to detail
• Experience with ticketing systems
• Able to assess reported issues and rectify
• Able to work with remote connectivity tools
• Excellent communication skills to peers and clients
• 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 above systems would be highly beneficial
• Able to provide Microsoft OS support
• Able to perform of Network Diagnostics
• Able to understand SQL and Databases
• Understanding of data protection and GDPR