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