IT Support Engineer

About the Job

We are seeking a Technical Support Engineer with 2 to 4 years of experience based in Singapore. The ideal candidate will have expertise supporting CCTV, IP Cameras, and Video Surveillance Systems.

Technical Expertise

• Proficient in RTSP protocol and streaming technologies for cameras.
• Experienced with NVRs, DVRs, and other surveillance hardware components.
• Solid understanding of networking principles including TCP/IP and LAN/WAN configurations.
• Knowledgeable about server hardware setup, including sizing requirements.
• Familiar with GPU, CPU, RAM, storage technologies, and overall system performance.
• Basic insight into video analytics solutions.
• Strong troubleshooting capabilities and analytical approach.
• Excellent documentation and communication skills.

Key Responsibilities

• Deliver Level 1 and Level 2 support for security camera systems and associated hardware.
• Handle customer support inquiries via email, telephone, and support hotlines.
• Refer complex issues to Level 3 Support Engineers when needed.
• Assist in supporting both internal IT systems and customer infrastructures, ensuring prompt resolutions and high service quality.
• Troubleshoot issues related to camera connectivity, RTSP streaming, camera tunneling, and video analytics.
• Configure and maintain surveillance systems and their networking equipment.
• Evaluate and advise on hardware specifications for client deployments including GPU, VRAM, CPU, RAM, storage, and server sizing.
• Conduct preventative maintenance on customer sites monthly.
• Prepare detailed maintenance reports, service records, and documentation.

Preferred Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Electronics, or relevant fields.
• 2-5 years of demonstrated experience in IT Infrastructure, Technical Support, or Surveillance Systems.
• Prior work with enterprise-level security camera solutions is advantageous.
• Preference for candidates located in Singapore due to requirement for periodic onsite maintenance visits.