IT Support Specialist

About the Role

We are seeking a Technical Support Engineer with 2-4 years of experience in providing specialized technical assistance for security camera systems and related hardware. The position is based in Singapore and involves hands-on support of surveillance infrastructure and internal IT environments.

Primary Responsibilities

• Deliver L1 and L2 technical support for security cameras, NVRs, and surveillance hardware.
• Address customer concerns via email, phone, and support hotlines swiftly and efficiently.
• Escalate advanced technical problems to Level 3 support engineers as necessary.
• Maintain superior service standards to ensure prompt resolution of issues.
• Troubleshoot connectivity problems, RTSP streaming, camera tunneling, and video analytics malfunctions.
• Configure and support surveillance hardware and associated network equipment.
• Evaluate and advise on hardware requirements including CPU, GPU, RAM, storage, and server sizing.
• Conduct regular preventative maintenance on customer installations as part of monthly scheduled visits.
• Compile maintenance reports, technical documentation, and service records.

Required Skills and Knowledge

• Experience supporting CCTV, IP cameras, or video surveillance systems.
• Solid understanding of RTSP protocol and video streaming technologies.
• Working knowledge of NVRs, DVRs, and surveillance hardware components.
• Familiarity with core networking principles such as TCP/IP and LAN/WAN configurations.
• Understanding of server hardware including sizing and performance factors such as CPU, GPU, RAM, and storage.
• Basic knowledge of video analytics platforms and tools.
• Strong diagnostic, troubleshooting, and analytical capabilities.
• Effective written and verbal communication skills with attention to thorough documentation.

Preferred Qualifications

• A Diploma or Bachelor's degree in Information Technology, Computer Science, Electronics, or a closely related discipline.
• Between 2 and 5 years of experience in IT infrastructure, technical support, or video surveillance services.
• Prior exposure to enterprise-level security camera solutions is advantageous.
• Candidates located in Singapore are highly preferred due to the necessity of periodic onsite customer maintenance visits.