Embedded Support Technician

QCIC; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

QCIC in Cape Town seeks an experienced support technician to join a client team focusing on the repair and maintenance of access control and CCTV across a regional portfolio. The role is site-based, 5 days a week, with occasional overseas travel and MEA support duties.

You will triage enterprise Lenel and Milestone systems, provide remote expert advice, and ensure SLA adherence while coordinating with local LSPs and service providers. Strong multi-tasking and communication skills are essential.

Qualifications

• Experience as a support technician in security systems.
• Certified in Lenel AACS and Milestone VMS/CCTV.
• Strong ICT infrastructure and networking understanding.
• Proficiency with Microsoft Office Suite.
• Own vehicle preferred for client-site travel.

Responsibilities

• Triage, implement and troubleshoot Lenel-based systems at client sites.
• Provide remote support across MEA regions and within SA.
• Ensure SLAs for repair and maintenance with service providers.
• Coordinate changes and RFC processes for PPM/break-fix.
• Travel within region as needed to support security projects.
• Collaborate with cross-functional teams and communicate with stakeholders.

Skills

Lenel AACS

Milestone VMS

ICT infrastructure

MS Office

Own vehicle

Security systems

Tools

Lenel

Milestone

Job description

We are seeking an experienced support technician to take an embedded role in a client team in Cape Town, the team forms part of a regional support team and assists with the Repair and Maintenance of access control & CCTV across the client’s portfolio. The role will support enterprise-level application triage ,implementations, and troubleshooting. The candidate will be dealing with service providers across MEA(Middle East Africa) and dealing with third party LSP’s to ensure service tickets are triaged and attended to within R&M SLA times.

The ideal candidate will be required to investigate a security service request and determine the solution along with the next steps without management intervention. A key requirement is the ability to multi-task and work within a fast-paced and dynamic environment. Applicants should note that the role is site-based, 5 days per week within the Cape Town area. Travel overseas may be required on rare occasions.

What you will do

• Support Enterprise level Lenel application Triage, implementations, including, programming, testing and commissioning.
• Provide remote support and expert advice for break-fix events across client sites in Africa and the Middle East regions
• Manage the service and maintenance of Planned Preventative Maintenance (PPM) where relevant and break-fix requirements, integrating these responsibilities into the Business-as-Usual (BAU) operations
• Participate in the Request for Change (RFC) Change Control process system to support PPM and break-fix activities
• Occasionally travel within the region to support critical security infrastructure projects or to resolve urgent break-fix issues
• Be able to view system configuration of the Lenel servers and have thorough Lenel exposure on the software.
• Administer the systems, providing a robust triage service through a 24/7 Command Centre for all reported technical issues and manage any subsequent requirement and fault resolution from the local LSP
• Monitor technical bulletins and liaise with the technical support functions to manage any known issues that could affect the specific product lines and provide management with advice on recommended mitigations
• Responsible for ensuring that Repair and Maintenance Service Level Agreements(SLA’s) are met by service providers, from requirements gathering, through to deployment within agreed deadlines, within budget, and any potential issues escalated in line with internal policy while maintaining the client’s best interests
• Act as a point of escalation technically and operationally. There might be rare occasions where support will be required in the relevant regions/time zones with MEA to the service providers outside of Cape Town’s time zone
• Work collaboratively in a multidisciplinary team
• Communicate directly within the group and actively participate in meetings
• Continually ensure that practices, policies, strategy, and services represent the client’s and the Company’s best interests

What we are looking for

• Relevant experience as a support technician
• Experienced and certified in Lenel AACS Application
• Experienced and certified in Milestone VMS/CCTV Application
• A high level of proficiency and expertise relevant to the management of integrated Enterprise physical and technical security systems. This will include a comprehensive understanding of ICT Infrastructure, hosting arrangement, and networks
• Proven record of successful physical security system implementations/migrations, capable of delivering quality solutions and outcomes within complex and time-sensitive environments
• Proficient in the use of Microsoft Office suite including Project, Word, Excel, and PowerPoint
• The ability to identify and meet Repair and Maintenance SLA’s/deadlines and deliverables
• Strong written and verbal communication skills with both internal and external parties
• Preferred candidate to have own vehicle

NB: The successful candidate will be required to pass our security screening procedures and

those required by our client(s) if necessary.