The NOC Support Engineer – CCTV is responsible for monitoring, managing, and troubleshooting CCTV networks and surveillance infrastructure in real -time. The role ensures system uptime, timely incident response, proactive maintenance, and endpoint health management while coordinating with on -ground field engineers and clients to ensure service continuity.
2. Key Responsibilities
Monitoring & Surveillance
- Monitor CCTV systems, health dashboards, NVR/DVR feeds, and network alerts 24/7.
- Track status of all devices including cameras, servers, storage, and network equipment.
- Respond to system -generated alarms promptly.
Incident Management
- Diagnose and resolve first -level and second -level technical issues related to CCTV, network connectivity, NVR/DVR failures, and video retention issues.
- Escalate unresolved issues to senior engineers or field teams as per SOP.
- Log incidents in the ticketing system and ensure timely closure.
Network & CCTV System Support
- Perform health checks on CCTV endpoints, bandwidth, storage utilization, and video quality.
- Troubleshoot IP camera issues, power supply failures, PoE switch problems, and configuration errors.
- Assist with firmware updates, camera resets, and basic configuration tasks.
Coordination & Communication
- Coordinate with field technicians for on -site support and maintenance.
- Provide detailed incident reports to management and clients.
- Ensure communication throughout the ticket lifecycle.
Documentation & Reporting
- Maintain updated asset inventory for CCTV devices.
- Prepare daily/weekly system performance and downtime reports.
- Update knowledge base articles and troubleshooting guides.
Compliance & SOP Adherence
- Follow SLA, escalation matrix, and NOC operational guidelines.
- Ensure CCTV data integrity, security compliance, and retention policies.
3. Required Skills & Qualifications
Technical Skills
- Hands -on knowledge of CCTV systems: IP cameras, analog cameras, NVRs, DVRs.
- Understanding of networking: IP addressing, routing basics, switching, VLANs, PoE.