Technical Support Engineer

Space Office Systems (india); Mumbai; Hybrid; INR 300,000 - 600,000; Full time

Job summary

Space Office Systems (india) is seeking a Remote Technical Support Engineer to assist customers with access control, CCTV, IP cameras/NVRs, biometric attendance, IP telephony, and related networking issues from Mumbai. You will diagnose problems, guide remote resolutions, and ensure SLA adherence.

You will perform remote configuration and troubleshooting, escalate complex cases, coordinate with onsite engineers, document resolutions, train users, and follow up to close tickets.

Responsibilities

• Provide remote technical support to customers via phone, email, WhatsApp, remote desktop, and ticketing systems.
• Diagnose and troubleshoot issues related to: Access Control Systems; CCTV & Video Surveillance Systems; IP Cameras & NVRs/DVRs; IP Telephony & Telecom Systems; Biometric Attendance Systems; Networking components related to security systems
• Perform remote configuration, programming, and software troubleshooting.
• Escalate complex issues to senior engineers or OEM support teams when necessary.
• Coordinate with onsite service engineers for issues requiring physical intervention.
• Maintain accurate records of customer complaints, resolutions, and service activities.
• Ensure adherence to agreed Service Level Agreements (SLAs) and response timelines.
• Assist customers with system upgrades, firmware updates, and preventive maintenance guidance.
• Prepare technical reports and documentation for resolved cases.
• Conduct basic customer training and user guidance when required.
• Follow up with customers to ensure successful resolution and closure of support tickets.

Job description

Key Responsibilities

• Provide remote technical support to customers via phone, email, WhatsApp, remote desktop, and ticketing systems.
• Diagnose and troubleshoot issues related to:
• Access Control Systems
• CCTV & Video Surveillance Systems
• IP Cameras & NVRs/DVRs
• IP Telephony & Telecom Systems
• Biometric Attendance Systems
• Networking components related to security systems
• Perform remote configuration, programming, and software troubleshooting.
• Escalate complex issues to senior engineers or OEM support teams when necessary.
• Coordinate with onsite service engineers for issues requiring physical intervention.
• Maintain accurate records of customer complaints, resolutions, and service activities.
• Ensure adherence to agreed Service Level Agreements (SLAs) and response timelines.
• Assist customers with system upgrades, firmware updates, and preventive maintenance guidance.
• Prepare technical reports and documentation for resolved cases.
• Conduct basic customer training and user guidance when required.
• Follow up with customers to ensure successful resolution and closure of support tickets.