Help Desk Engineer (Access Control & Video Surveillance)

Help Desk Engineer

A fast-paced and innovative technology solutions provider is seeking a proactive and technically skilled Help Desk Engineer to join its team. This role is ideal for a detail-oriented IT professional with strong customer service skills and a solid understanding of modern technology systems. The Help Desk Engineer will play a key role in supporting daily technical operations, contributing to project implementations, and ensuring timely resolution of service requests in alignment with SLAs.

Key Responsibilities :

Manage and resolve support tickets efficiently, ensuring adherence to service level agreements.

Provide technical assistance via phone, email, and ticketing systems; respond to inbound IVR calls as needed.

Support and participate in customer-facing projects including system deployments, upgrades, and migrations.

Troubleshoot and maintain the following systems :

Access Control Systems (on-premises and cloud-based) : iPro, Verkada

Video Surveillance Systems : iPro, Verkada, Hanwha, Brivo, Eagle Eye

VoIP Phone Systems : Mitel, Zoom, Avaya (on-premises and cloud-based)

Data Networking : Switches, routers, and structured cabling

Wireless Networking : Secure wireless configuration and troubleshooting

Paging, Bell, and Clock Controllers : Installation, maintenance, and support

Firewall & Network Security : Configuration and support of perimeter security appliances

Collaborate with internal teams to escalate and resolve complex technical issues.

Maintain accurate documentation of client environments, support procedures, and system configurations.

What This Role Offers :

Exposure to a wide range of technologies across security, telecom, and networking

A collaborative and growth-oriented work environment

Opportunities to work on impactful projects in education and public safety sectors