12 Months - Control Room Technical Helpdesk Vacancy

Overview 12 Months - Control Room Technical Helpdesk Vacancy. Join to apply for the 12 Months - Control Room Technical Helpdesk Vacancy role at Centrax Digital. Responsibilities Provide first-line technical support for physical security systems, including Access Control, CCTV (Video Management Systems), intrusion alarms, perimeter monitoring technologies, intercom systems, and associated communications platforms to ensure operational availability of systems in the Physical Security Control Room. Log, prioritize, and manage incidents through the service desk system with escalation protocols. Diagnose and resolve faults affecting live security systems and operator workstations in a high-pressure, real-time monitoring environment. Isolate issues related to hardware (e.g., cameras, network switches, control panels) or software (e.g., Milestone VMS, Babylon AMS) and determine if remote or physical intervention is required. Provide guided support to onsite field technicians and contractors during system interventions or maintenance. Identify and implement interim technical workarounds to reduce downtime until permanent solutions are in place. System Monitoring & Maintenance - Perform live monitoring of system performance dashboards, logs, and alerts to detect degradation, failures, or irregularities in physical security platforms. Execute daily system checks to ensure operational health of control room workstations, video walls, recording devices, access points, and servers. Coordinate routine technical health checks, firmware updates, patching schedules, and antivirus definitions in coordination with IT and Security Technology teams. Conduct backup, restore, and recovery procedures on a scheduled basis to ensure business continuity. Maintain system asset registers, including device IDs, serial numbers, warranty statuses, and configuration histories. Assist with post-incident investigations by retrieving and exporting relevant surveillance footage, access logs, or technical diagnostics. User Assistance & Training - Provide technical guidance and real-time support to Control Room Operators and Shift Supervisors for operational system challenges. Assist with login issues, system usage errors, user account resets, and equipment handling queries. Create and maintain Help Desk user guides, troubleshooting manuals, quick reference cards, and knowledge base articles. Train new users on operating procedures, security system tools, and standard incident response protocols. Conduct refresher training for operators following system upgrades or process changes. Coordination & Communication Serve as the communications bridge between control room operations, internal IT support, external vendors, and security system integrators. Track open maintenance tickets and SLA timelines with vendors to ensure efficient technical support delivery. Provide clear and timely incident updates and shift handovers to technical management and stakeholders. Assist in scheduling preventative maintenance activities in coordination with vendor engineers, IT departments, and local operations teams. Participate in technical review meetings, reporting on Help Desk trends, fault volumes, and root cause analysis. Qualifications PSIRA Grade B (minimum) required. Diploma preferably in Security Control room environment or Diploma in Security Management, Office Administration, or related field. 2-3 years’ experience in the Security Control room environment, including administrative or coordination responsibilities, preferably in a national or large-scale setting. Additional Information Willing and available to work shifts. Ability to work in rotating shifts, including weekends and public holidays. Ability to coordinate with both on-site and remote teams. #J-18808-Ljbffr