Help Desk Engineer (Access Control & Video Surveillance)
Job Description
Job Description
A fast-paced and innovative technology solutions provider is seeking a proactive and technically skilled Help Desk Engineer to join its team. This role is ideal for a detail-oriented IT professional with strong customer service skills and a solid understanding of modern technology systems. The Help Desk Engineer will play a key role in supporting daily technical operations, contributing to project implementations, and ensuring timely resolution of service requests in alignment with SLAs.
Key Responsibilities:
- Manage and resolve support tickets efficiently, ensuring adherence to service level agreements.
- Provide technical assistance via phone, email, and ticketing systems; respond to inbound IVR calls as needed.
- Support and participate in customer-facing projects including system deployments, upgrades, and migrations.
- Troubleshoot and maintain the following systems:
- Access Control Systems (on-premises and cloud-based): iPro, Verkada
- Video Surveillance Systems: iPro, Verkada, Hanwha, Brivo, Eagle Eye
- VoIP Phone Systems: Mitel, Zoom, Avaya (on-premises and cloud-based)
- Data Networking: Switches, routers, and structured cabling
- Wireless Networking: Secure wireless configuration and troubleshooting
- Paging, Bell, and Clock Controllers: Installation, maintenance, and support
- Firewall & Network Security: Configuration and support of perimeter security appliances
- Collaborate with internal teams to escalate and resolve complex technical issues.
- Maintain accurate documentation of client environments, support procedures, and system configurations.
What This Role Offers:
- Exposure to a wide range of technologies across security, telecom, and networking
- A collaborative and growth-oriented work environment
- Opportunities to work on impactful projects in education and public safety sectors
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