Technical Support

Job Title: Technical Support & Installation Technician - Access Control & CCTV

Department: Technical / Operations

Reports To: Technical Manager / Service Supervisor

Location: Port Elizabeth

Role Purpose

The Technical Support & Installation Technician is responsible for the installation, configuration, maintenance, and support of electronic security systems, including access control, biometrics, CCTV, alarms, intercoms, and related software platforms. The role involves both field installation and remote customer support.

Key Responsibilities

1. Installation & Commissioning
- Install access control devices (card readers, keypads, biometrics, door controllers, magnetic locks, etc.).
- Install and configure CCTV systems (IP, analog, NVR/DVR).
- Install panels, sensors, beams, sirens, and panic systems.
- Install and configure intercoms, turnstiles, gate motors, and electric fencing where required.
- Ensure cabling, power, network, and mounting work meets company standards.
- Perform system commissioning, software setup, and customer walkthroughs.

2. Technical Support
- Troubleshoot device communication, power issues, door faults, or software access problems.
- Assist clients with user management, PIN/card enrolment, time attendance setup, and report generation.
- Provide on-site diagnostic and repair services for faulty hardware or systems.
- Log all support cases into CRM/ticketing system and follow escalation procedures when needed.

3. Maintenance & Service Calls
- Conduct scheduled preventative maintenance on installed systems.
- Test backup batteries, power supplies, cabling integrity, and device performance.
- Upgrade firmware or software when required.
- Complete all job cards with photos, notes, and customer sign-off.

4. System Knowledge & Software
- Work with security platforms such as Hikvision, Dahua, Virdi, ZKTeco, Suprema, Paxton, Gallagher, Impro, etc.
- Configure devices over LAN/WAN, including static IP, DHCP, port forwarding, and VPN access.
- Manage access rights, schedules, anti-passback rules, and door logic programming.
- Understand integration between access control, CCTV, alarms, and monitoring systems.

5. Compliance & Quality
- Follow health & safety standards when working on ladders, power tools, or electrical systems.
- Adhere to installation SOPs and security industry best practices.
- Maintain clean work areas and professional conduct at client sites.
- Ensure data protection security when handling user or client information.

Required Skills & Experience

Technical Skills
- Experience installing access control and security systems Knowledge of low-voltage wiring, Cat5/Cat6, 12/24V DC power, relays, and locking hardware Ability to read wiring diagrams and technical manuals PC and networking skills (IP addressing, PoE, NVR setup, router config) Experience with drills, crimpers, testers, cable routing, and power tools Ability to diagnose and repair electronic/security faults

Soft Skills
- Strong customer-facing communication and professionalism
- Logical problem-solving and ability to work independently
- Time management and ability to handle multiple jobs per day
- Documentation accuracy (job cards, tickets, reports)

**Qualifications**:
Minimum Requirements
- Valid driver's license
- 1-3+ years experience in access control / CCTV / alarm installation OR related electronic field

Preferred / Advantageous
- PSIRA registered
- IT or Networking certification (A+, N+, Mikrotik, etc.)
- Manufacturer training (Hikvision, ZKTeco, Suprema, Paxton, etc.)
- Experience with power tools, construction sites, or cabling work
- Electrical / Electronic / IT diploma or trade qualification

KPIs / Performance Metrics
- Install quality (audit score, rework rate)
- SLA compliance on support tickets & site call-outs
- First-time fix rate
- Customer satisfaction score
- Accuracy of documentation and stock usage
- Adherence to safety and compliance policies

Working Conditions
- Work at client premises: offices, warehouses, retail, industrial, residential estates, etc.
- Indoor and outdoor work, including heights and confined spaces
- Occasional after-hours, standby, or weekend installations/support
- Travel within assigned region, possible national travel for projects

Career Growth Path
- Senior Technician / Team Lead
- Remote Support Engineer (software/platform focused)
- Project Manager (for rollouts & installations)
- Security Systems Engineer / Integrations Specialist

Pay: R7 500,00 - R15 000,00 per month

Work Location: In person