12 Months - Security Centre - Technical Helpdesk Vacancy

Centrax Digital Uk; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A security solutions provider in Johannesburg is seeking a Technical Support Specialist to provide first-line support for various security systems. Responsibilities include troubleshooting, system monitoring, and user training. Ideal candidates should hold a PSIRA Grade B and have experience in a Security Control room. The role requires availability for shift work, including weekends.

Qualifications

• Experience in the Security Control room environment.
• Ability to remain calm under pressure during critical incidents.
• Familiarity with security systems such as CCTV and access control.

Responsibilities

• Provide Tier 1 technical support for physical security systems.
• Diagnose and resolve faults affecting live security systems.
• Log and manage incidents through the service desk system.
• Perform live monitoring of system performance dashboards.
• Train new users on operating procedures.

Skills

Technical support

Troubleshooting

System monitoring

Communication

Analytical skills

Education

Diploma in Security Management or related field

PSIRA Grade B

Job description

Provide first-line technical support, troubleshooting, system monitoring, and maintenance for all critical systems and infrastructure within the Physical Security Control Room environment. This includes Access Control, CCTV (Video Management Systems), intrusion alarms, perimeter monitoring technologies, intercom systems, and associated communications platforms to ensure seamless operational availability of systems used to safeguard the organisation’s physical assets, staff, and facilities.

Requirements

• Provide Tier 1 technical support for all physical security systems, including Access Control Systems, CCTV/VMS platforms, alarms, intercoms, security sensors, and control room user terminals.
• Diagnose and resolve faults affecting live security systems and operator workstations in a high-pressure, real-time monitoring environment.
• Log, prioritize, and manage incidents through the service desk system with appropriate escalation protocols.
• Isolate issues related to hardware (e.g., cameras, network switches, control panels) or software (e.g., Milestone VMS, Babylon AMS), and determine if remote or physical intervention is required.
• Provide guided support to onsite field technicians and contractors during system interventions or maintenance.
• Identify and implement interim technical workarounds to reduce downtime until permanent solutions are in place.

System Monitoring & Maintenance

Perform live monitoring of system performance dashboards, logs, and alerts to detect degradation, failures, or irregularities in physical security platforms.

Execute daily system checks to ensure operational health of control room workstations, video walls, recording devices, access points, and servers.

Coordinate routine technical health checks, firmware updates, patching schedules, and antivirus definitions in coordination with IT and Security Technology teams.

Conduct backup, restore, and recovery procedures on a scheduled basis to ensure business continuity.

Maintain system asset registers, including device IDs, serial numbers, warranty statuses, and configuration histories.

Assist with post-incident investigations by retrieving and exporting relevant surveillance footage, access logs, or technical diagnostics.

User Assistance & Training

Provide technical guidance and real-time support to Control Room Operators and Shift Supervisors for any operational system challenges.

Assist with login issues, system usage errors, user account resets, and equipment handling queries.

Create and maintain Help Desk user guides, troubleshooting manuals, quick reference cards, and knowledge base articles.

Train new users on operating procedures, security system tools, and standard incident response protocols.

Conduct refresher training for operators following system upgrades or process changes.

Coordination & Communication

Serve as the communications bridge between control room operations, internal IT support, external vendors, and security system integrators.

Track open maintenance tickets and service-level agreement (SLA) timelines with vendors to ensure efficient technical support delivery.

Provide clear and timely incident updates and shift handovers to technical management and stakeholders.

Assist in scheduling preventative maintenance activities in coordination with vendor engineers, IT departments, and local operations teams.

Participate in technical review meetings, reporting on Help Desk trends, fault volumes, and root cause analysis.

Competencies

• Acquiring Information
• Championing Customer Needs
• Demonstrating Self-Insight and Awareness
• Sharing Information

Core Competencies

Functional Knowledge – Security Control room; a general understanding of the security associated with the work area, intrusion, various security systems including CCTV, access control, etc.

Functional Skills

Analytical and diagnostic skills with the ability to interpret logs and system errors; verbal and written communication; ability to remain calm and focused under pressure during critical incidents; high attention to detail and accuracy in documentation; organizational and multi-tasking capabilities.

Competencies (Behaviour)

• Decisive
• Conscientious
• Initiative
• Assertive
• Integrity
• Proactive
• Customer Focus
• Team Player
• Performance driven
• Values Aligned with company Value

Additional Information

Certification, qualification and experience:

• PSIRA Grade B (minimum) required.
• Diploma preferably in the Security Control room environment; Diploma in Security Management, Office Administration, or related field.
• 2-3 years’ experience in the Security Control room environment, including administrative or coordination responsibilities, preferably in a national or large-scale setting.

Special Requirements

• Willing and available to work shifts.
• Ability to work in rotating shifts, including weekends and public holidays.
• Ability to coordinate with both on-site and remote teams.