Support engineer

Key Responsibilities:

1. Customer Support and Service Management:

2. Lead the support team in handling customer inquiries, complaints, and technical issues related to CCTV systems and services.
3. Ensure timely resolution of service requests, meeting agreed service level agreements (SLAs).

4. Team Leadership and Training:

5. Recruit, train, and mentor support staff to enhance their technical and customer service skills.
6. Monitor team performance and provide feedback to ensure continuous improvement.

7. Technical Expertise:

8. Troubleshoot hardware and software issues related to CCTV systems, including installation, configuration, and network connectivity.
9. Stay updated with the latest trends and technologies in the CCTV and security industry.

10. Service Operations Oversight:

11. Develop and implement standard operating procedures (SOPs) for support and maintenance services.
12. Manage the inventory of spare parts and tools required for service delivery.

13. Customer Relationship Management:

14. Build and maintain strong relationships with key clients to ensure long-term satisfaction and loyalty.
15. Gather and analyze customer feedback to identify areas of improvement in products and services.

16. Quality Assurance:

17. Conduct periodic audits of support processes to ensure adherence to quality standards.
18. Resolve escalated customer issues and ensure root cause analysis to prevent recurrence.

19. Reporting and Analytics:

20. Generate regular reports on support team performance, customer satisfaction, and service metrics.
21. Use data-driven insights to recommend improvements in support operations.

Qualifications and Skills:

1. Master s degree in Information Technology, Electronics, or a related field.
2. Proven experience in a support or managerial role within the CCTV, security, or technology services industry.
3. Strong knowledge of CCTV systems, including hardware, software, and networking.
4. Excellent problem-solving and troubleshooting skills.
5. Strong leadership and team management capabilities.
6. Effective communication and interpersonal skills.
7. Ability to work under pressure and manage multiple priorities.
8. Familiarity with service management tools and platforms is a plus.