Role Overview

As a Technical Support Engineer for Systems, you will serve as a frontline technical SME delivering Tier 2 support, network integration, and system optimization for video surveillance environments. You will ensure seamless operation of VMS architectures, video analytics engines, and network security configurations while maintaining high customer satisfaction standards.

Key Responsibilities

- System Troubleshooting & Maintenance: Diagnose and resolve complex technical issues involving IP CCTV cameras, Video Management Software (VMS), and specialized Video Analytics applications.
- Network & Security Management: Configure and troubleshoot network protocols, firewalls, port forwarding, and VPN connections to establish secure, high-uptime video streams and remote accessibility.
- Scripting & Customization: Execute and adapt basic Python scripts to automate event triggers, custom rules, and system integrations within the VMS platform.
- Remote Support: Conduct fast, precise remote diagnostic sessions using standard remote desktop software to minimize client downtime.
- Client Engagement: Manage end-to-end customer interactions via qualified verbal (phone/video) and written (email) communication, keeping clients informed throughout the resolution lifecycle.
- Incident Reporting & Documentation: Maintain detailed ticket logs, write clear Root Cause Analysis (RCA) reports, and deliver regular technical activity summaries to team leads and clients.

Technical Qualifications

- Surveillance Technology: Hands-on experience with CCTV system design, IP camera configuration, ONVIF/RTSP protocols, and VMS platforms (Trassir expertise preferred).




- Networking & Security: Strong grasp of TCP/IP networking, routing, DNS, DHCP, Firewall rule configuration, and enterprise VPN setup.
- Analytics & Automation: Functional knowledge of Video Analytics modules and basic Python scripting capabilities for diagnostic automation.
- Remote Support Platforms: Proficiency with remote management tools (e.g., AnyDesk, TeamViewer, specialized remote administration software).

Required Soft Skills

- Customer Communication: Exceptional verbal clarity and articulate email writing skills for managing high-stakes client technical interactions.
- Structured Reporting: Ability to synthesize complex technical diagnostics into clean, structured reports for both non-technical business stakeholders and technical teams.
- Problem-Solving Drive: Strong analytical mindset to isolate network, hardware, and software faults efficiently under SLA constraints.

Pay: ₹20,000.00 - ₹25,000.00 per month

Application Question(s):

- How do you troubleshoot an IP camera that shows as "Offline" in a VMS, even though it responds to ping requests over the local network?
- Explain the operational difference between RTSP and ONVIF protocols in video surveillance architecture.




- Walk through the step-by-step process of configuring a firewall and establishing a secure VPN/port-forwarding setup for a client to access a local VMS server remotely.
- What network variables (bandwidth, frame rate, resolution, bitrate) do you calculate or adjust when video analytics streams suffer from latency or dropped frames?
- How do hardware resources (CPU, GPU, RAM) impact the performance and stability of real-time Video Analytics on a central server?
- How do you explain a complex, multi-layered network or firewall issue to a non-technical client who is frustrated by system downtime?
- Describe your structure for drafting a technical Root Cause Analysis (RCA) email to a key client following a major service disruption.
- How do you prioritize support tickets when multiple high-severity issues arrive simultaneously?
- Which remote desktop tools are you most proficient with, and what security practices do you follow to protect client networks during an active session?
- What steps do you take when a VMS server's storage allocation fills up unexpectedly, threatening to stop continuous video recording?
- What is your level of experience with Python, and can you share an example of a basic script you wrote or modified to automate a workflow or system event?
- Do you hold a BTech in IT, BE in Computer Engineering, or a related degree, and what certifications (e.g., CCNA, Network+) do you currently possess?
- Which enterprise VMS platforms (such as Trassir, Milestone, Genetec, or Hikvision) do you have hands-on operational experience with?

Work Location: Remote

📌 Technical Support Engineer (India)
🏢 SOLTECH TechServices
📍 India