Technician

• Act as a point of contact for the shift team, providing direction and feedback during shifts and ensuring processes are followed.
• Provide real-time 24/7 support for issues relating to client-side CCTV systems.
• Serve as the lead for technical concerns in the designated COG Group.
• Troubleshoot and update NVR computers, IP cameras, VOIP devices, networks, routers, and related security equipment.
• Assist in creating technical documents and training materials.
• Conduct ongoing health monitoring of customer systems and respond to trouble/failure notifications.
• Respond to tickets within target response/resolution times and update users on ticket progress.
• Provide ticket updates, communicate with stakeholders, and document resolutions.
• Provide immediate assistance for emergency and urgent fixes.
• Create temporary workarounds for immediate customer issues where appropriate.
• Escalate issues to Level 2/Field with concise descriptions, actions, and required traces.
• Follow customer issues through completion to ensure resolution and customer satisfaction.
• Provide 24x7 shifting at L1 support.
• Participate in company focus groups and technology projects.
• Communicate outages, maintenance schedules, and service disruptions.
• Perform planned and unplanned technical maintenance work.
• Act as escalation point for COG Engineers.
• Perform additional responsibilities as required within the designed solution.

Explore Service Technician II at ECAM. Review requirements and application details.

Service Technician II

• Provide customers with real-time (24/7) support for issues logged or created by health check systems, monitoring centers, and customers relating to CCTV systems installed on the client side.
• Serve as technical support engineer in the designated COG Group.
• Troubleshoot and update NVR computers, IP cameras, VOIP devices, networks, routers, and related security equipment.
• Respond to L1 tickets within required target response/resolution times and update users on ticket progress.
• Participate in customer and company focus groups.
• Document and log all contacts and actions in the database according to specified guidelines.
• Conduct ongoing health monitoring of customer systems and respond promptly to trouble/failure notifications.
• Provide regular ticket updates, communicate with stakeholders, and document resolutions.
• Provide immediate customer assistance for emergency and urgent fixes.
• Create temporary workarounds for immediate customer issues where appropriate.
• Escalate issues to Level 2/Field with concise descriptions, actions, and required traces.
• Follow customer issues through completion to ensure resolution and customer satisfaction.
• Perform additional responsibilities as required within the designated solution.

Explore Service Technician I at ECAM. Review requirements and application details.