24/7 CCTV & NVR Support Technician

Jobtailor; Iloilo City; On-site; PHP 335,000 - 670,000; Full time

Job summary

Jobtailor in Iloilo City, Philippines, is seeking a proactive Technical Support Specialist to maintain CCTV systems, troubleshoot NVRs and IP cameras, and ensure service reliability. You will work as a key escalation point for the COG Group and provide 24/7 L1 support across client environments.

Responsibilities include real-time problem solving, documenting resolutions, creating training materials, and communicating outages or maintenance to stakeholders.

Qualifications

• Bachelor's degree in IT, Computer Engineering, or a related field.
• ITIL, Microsoft, Cisco, or CompTIA certifications are preferred but not required.
• 3–4 years in a similar technology role with service desk or remote support experience.
• Experience with CCTV systems, IP cameras, VMS, and network appliances.

Responsibilities

• Act as point of contact for shift team and ensure processes are followed.
• Provide real-time 24/7 technical support for CCTV systems.
• Lead for technical concerns in the designated COG Group.
• Troubleshoot and update NVR, IP cameras, VOIP devices, networks, routers, and related security equipment.
• Create technical documents and training materials.
• Monitor customer systems and respond to trouble notifications.
• Respond to tickets within required target response/resolution times and update users.
• Provide ticket updates, communicate with stakeholders, and document resolutions.
• Provide immediate customer assistance for emergency and urgent fixes.
• Create temporary workarounds for immediate customer issues as appropriate.
• Escalate issues to Level 2/Field with concise descriptions, actions, and required traces.
• Follow customer issues through completion to ensure resolution and customer satisfaction.
• Provide 24x7 shifting at L1 support.
• Participate in company focus groups and technology projects.
• Communicate outages, maintenance schedules, and service disruptions.
• Perform planned and unplanned technical maintenance work.
• Serve as escalation point for COG Engineers.
• Perform additional responsibilities as required within the designed solution.

Skills

Good Communication

Analytical Skills

Problem-Solving

Presentation Skills

Education

Bachelor's degree in IT / Computer Engineering or related field

Tools

Zabbix

Prometheus

VNC

TeamViewer

Splashtop

Job description

Jobtailor in Iloilo City, Philippines, is seeking a proactive Technical Support Specialist to maintain CCTV systems, troubleshoot NVRs and IP cameras, and ensure service reliability. You will work as a key escalation point for the COG Group and provide 24/7 L1 support across client environments.

Responsibilities include real-time problem solving, documenting resolutions, creating training materials, and communicating outages or maintenance to stakeholders.