Technical Support Technician

Reference: CET004369-JDG-1

EDENVALE BRANCH
We are seeking a technically skilled and customer-focused Technical Support Technician with experience in electronic security equipment to provide technical assistance, troubleshooting and product support to customers, installers and internal sales teams.
The successful candidate will have a strong understanding of electronic security systems, including CCTV, access control, alarm systems, gate automation and related security technologies.
The role requires excellent problem-solving abilities, strong technical knowledge and the ability to diagnose and resolve technical issues efficiently, both remotely and on-site when required. Duties & Responsibilities Technical Support & Troubleshooting

• Provide telephonic, email, remote and on-site technical support to customers, installers and technicians.
• Diagnose and troubleshoot faults relating to electronic security equipment and systems.
• Assist customers with product installation, configuration, programming and commissioning.
• Identify hardware, software, connectivity and configuration issues and recommend appropriate solutions.
• Provide technical guidance on product compatibility, integration and system functionality.
• Escalate complex technical issues to suppliers or manufacturers when necessary.
• Assist with product testing, fault identification and warranty assessments.

Security Equipment & Systems

• Provide technical support across a range of electronic security products, including:
  
  • CCTV systems (IP and analogue cameras, DVRs and NVRs).
  • Access control systems, biometric readers and card readers.
  • Intruder alarm systems and detection equipment.
  • Gate motors, garage door automation and intercom systems.
  • Electric fencing and perimeter security equipment.
  • Networking equipment, switches, routers and PoE devices.
• Assist with system programming, firmware updates and software configuration.
• Troubleshoot IP addressing, network connectivity and remote access issues.
• Ensure equipment is correctly configured and functioning according to manufacturer specifications.

Customer Service & Technical Training

• Provide professional and efficient technical assistance to customers and installers.
• Explain technical procedures and solutions clearly to customers with varying levels of technical knowledge.
• Assist internal sales teams with technical product enquiries, specifications and compatibility.
• Conduct product demonstrations and basic technical training where required.
• Keep up to date with new products, technologies and developments within the electronic security industry.
• Maintain accurate records of technical enquiries, faults and resolutions.

Minimum Requirements

• Matric / Grade 12.
• Relevant technical qualification in Electronics, Electrical Engineering, IT, Networking or a related field will be advantageous.
• Minimum 5 years' technical support experience within the electronic security industry.
• Practical knowledge of CCTV, access control, alarm systems and security automation equipment.
• Experience in the installation, configuration, programming and fault-finding of electronic security systems.
• Good understanding of IP networking, TCP/IP, routers, switches and network configuration.
• Experience providing technical support to installers, dealers or customers.
• Computer literacy and proficiency in Microsoft Office.
• Good verbal and written communication skills.
• Valid driver's licence will be advantageous.

Technical Skills & Competencies

• Strong electronic fault-finding and diagnostic skills.
• Knowledge of IP and analogue CCTV technologies.
• Understanding of electronic security system integration.
• Ability to configure and troubleshoot network-connected security devices.
• Familiarity with security equipment brands such as Hikvision, Dahua, Ajax, ZKTeco, Centurion, Nemtek, DSC and similar products will be advantageous.
• Ability to interpret technical manuals, wiring diagrams and product specifications.
• Excellent customer service and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and ability to work under pressure.
• Willingness to learn new products and technologies.

Package & Remuneration R20 000.00 - R20 000.00