Key Responsibilities

- Provide remote technical support to customers via phone, email, WhatsApp, remote desktop, and ticketing systems.

- Diagnose and troubleshoot issues related to:

- Access Control Systems
- CCTV & Video Surveillance Systems

- IP Cameras & NVRs/DVRs

- IP Telephony & Telecom Systems

- Biometric Attendance Systems
- Networking components related to security systems

- Perform remote configuration, programming, and software troubleshooting.

- Escalate complex issues to senior engineers or OEM support teams when necessary.

- Coordinate with onsite service engineers for issues requiring physical intervention.

- Maintain accurate records of customer complaints, resolutions, and service activities.

- Ensure adherence to agreed Service Level Agreements (SLAs) and response timelines.

- Assist customers with system upgrades, firmware updates, and preventive maintenance guidance.

- Prepare technical reports and documentation for resolved cases.

- Conduct basic customer training and user guidance when required.

- Follow up with customers to ensure successful resolution and closure of support tickets.

📌 Technical Support Engineer (Mumbai)
🏢 Space Office Systems (india)
📍 Mumbai