CCTV Product Support Specialist

Assa Abloy Ab; Pinetown; On-site; ZAR 300,000 - 420,000; Full time

Job summary

ASSA ABLOY Group Durban is seeking a CCTV Product Support Specialist to deliver advanced technical support for CCTV hardware, software, networking, and integrated security solutions. You will assist customers, installers, distributors, and internal teams with expert guidance on cameras, NVRs, VMS, and related systems.

The role requires strong technical knowledge and excellent customer service, with responsibilities including installation assistance, issue diagnosis, testing of new products, and

Qualifications

• Advanced technical support for CCTV hardware and software.
• Proficient with IP cameras, NVRs/DVRs, and VMS platforms.
• Able to diagnose connectivity, streaming and storage issues.

Responsibilities

• Provide telephonic, remote, and email support for CCTV products.
• Diagnose and resolve issues related to CCTV cameras, NVRs/DVRs, VMS, and networking.
• Support both IP and analogue CCTV systems.
• Assist customers with installation, configuration, and troubleshooting of CCTV products.
• Escalate complex issues to engineering or product teams when required.
• Maintain detailed records of support incidents and resolutions.

Skills

CCTV troubleshooting

IP networking

Customer service

NVR/DVR handling

Product knowledge

Education

Grade 12 / Matric

IT certification / Diploma

Tools

VMS software

Windows OS

Job description

Job Description ROLE PROFILE Job Title: CCTV Product Support Specialist Reports to: Technical Manager/Supervisor Department: Technical Support Location: Durban

PURPOSE OF THE ROLE Job Purpose To provide advanced technical support, troubleshooting, product expertise, and customer assistance for CCTV surveillance solutions. The CCTV Product Support Specialist is responsible for ensuring customers, installers, distributors, and internal teams receive professional and effective support relating to CCTV hardware, software, networking, recording systems, and integrated security solutions. The role requires strong technical knowledge of CCTV systems, video management software, IP networking, and security technologies, together with excellent customer service and communication skills.

RESPONSIBILITIES / ACCOUNTABILITIES

• Technical Support Provide telephonic, remote, and email support for CCTV products and solutions.
• Diagnose and resolve technical issues related to CCTV cameras, NVRs, DVRs, video management software (VMS), mobile applications, and associated hardware.
• Support both IP and analogue CCTV systems.
• Assist customers with installation, configuration, commissioning, and troubleshooting of CCTV products.
• Assist with overflow intruder, HYYP, and Onyyx-related support queries if the need arises.
• Investigate and resolve connectivity, streaming, recording, playback, storage, and network-related issues.
• Escalate complex technical issues to engineering or product development teams where required.
• Maintain detailed records of support incidents and their resolution.
• Product Expertise Develop and maintain expert-level knowledge of CCTV product ranges.
• Stay informed on new technologies, firmware releases, software updates, and industry trends.
• Conduct testing and evaluation of new CCTV products before release.
• Produce accurate test reports and recommendations.
• Customer Service Always deliver professional and courteous support.
• Ensure service calls are handled within agreed response times and SLAs.
• Provide clear technical guidance to customers and technicians.
• Build and maintain strong relationships with customers and business partners.
• Training and Knowledge Sharing Assist in developing product documentation, technical bulletins, and troubleshooting guides.
• Create and update training material for CCTV products.
• Conduct product training for staff, distributors, installers, and customers where required.
• Share technical knowledge with colleagues to improve overall support capability.
• Integration Support Assist with integration of CCTV systems with:
• Access Control Systems
• Intrusion Detection Systems
• Video Analytics Platforms
• Cloud-Based Surveillance Platforms
• Third-Party Security Solutions
• Support integration troubleshooting and testing.
• Additional Duties Participate in after-hours standby support as required.
• Assist with field support visits when necessary.
• Support product demonstrations and customer evaluations.
• Perform any additional duties assigned by management

MINIUM REQUIREMENTS

• Grade 12 (Matric) National Diploma, N+, A+, IT Qualification, or equivalent technical certification
• Minimum 3 years' CCTV technical support experience
• Valid driver's licence
• Reliable transport
• Preferred CCTV manufacturer certifications (Dahua, Hikvision, Uniview, Axis, Hanwha, Bosch, etc.)
• Networking certifications (CompTIA Network+, CCNA, Mikrotik, or equivalent)
• Security industry experience.
• Access Control experience.

Experience Requirements

• Technical support in the electronic security industry.
• Troubleshooting IP-based CCTV systems.
• Experience working with NVRs, DVRs, VMS platforms, and CCTV networking.
• Experience providing telephonic, remote, and on-site support.
• Familiarity with Windows operating systems and networking fundamentals.
• Experience in customer service and helpdesk environments.

We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.