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Technical Support Specialist
3 weeks ago
This position involves providing second-level support for Genetec Security Center and OnGuard access control systems.
The ideal candidate will be responsible for troubleshooting issues, implementing system enhancements, and collaborating with onsite teams to ensure timely problem resolution.
Main Responsibilities:- Provide technical support and troubleshooting for Genetec Security Center and OnGuard access control systems remotely.
- Analyze, debug, and resolve system incidents, alarms, and operational issues.
- Coordinate with onsite teams, vendors, and other stakeholders to ensure timely problem resolution.
- Assist in the design, development, testing, and deployment of software enhancements and custom integrations to improve system functionality.
- Implement software upgrades and patches in accordance with company processes.
- Develop and maintain technical documentation, user guides, and support procedures.
- Conduct root cause analysis for recurring issues and initiate preventive measures.
- Collaborate with security teams to optimize access control policies, permissions, and workflows within OnGuard/Genetec systems.
- Support integration with third-party security systems (CCTV cameras, Alarm systems, etc.) and IT infrastructure.
- Bachelor's degree in Computer Science, Information Technology, Electronics, or related field.
- 3+ years of hands-on experience with Genetec Security Center and/or OnGuard Access Control System support, maintenance, and enhancements.
- Good understanding of access control concepts, physical security principles, and industry standards.
- Experience with system integration, IP network protocols, and common security hardware (readers, controllers, locks).
- Strong knowledge of SQL and database management related to Genetec/OnGuard platforms.
- Proficiency in scripting or programming languages such as PowerShell, C#, or .NET for automation and customization.
- Familiarity with server and client software installation and configuration.
- Ability to work effectively in a remote/offshore environment and coordinate with global teams.
- Strong analytical, problem-solving, and communication skills.
- Ability to work independently and manage priorities effectively.
- Certifications related to Genetec or OnGuard systems.
- Experience with video surveillance system integration.
- Knowledge of cybersecurity best practices related to physical security systems.
- Familiarity with cloud-based security solutions and APIs.
