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 System
📍 Mumbai