Technical Support Technician

SUMMARY:
EDENVALE BRANCH
We are seeking a technically skilled and customer-focused Technical Support Technician with experience in electronic security equipment to provide technical assistance, troubleshooting and product support to customers, installers and internal sales teams.
The successful candidate will have a strong understanding of electronic security systems, including CCTV, access control, alarm systems, gate automation and related security technologies.
The role requires excellent problem-solving abilities, strong technical knowledge and the ability to diagnose and resolve technical issues efficiently, both remotely and on-site when required.

POSITION INFO:
Technical Support & Troubleshooting Provide telephonic, email, remote and on-site technical support to customers, installers and technicians. Diagnose and troubleshoot faults relating to electronic security equipment and systems. Assist customers with product installation, configuration, programming and commissioning. Identify hardware, software, connectivity and configuration issues and recommend appropriate solutions. Provide technical guidance on product compatibility, integration and system functionality. Escalate complex technical issues to suppliers or manufacturers when necessary. Assist with product testing, fault identification and warranty assessments. Security Equipment & Systems Provide technical support across a range of electronic security products, including: CCTV systems (IP and analogue cameras, DVRs and NVRs). Access control systems, biometric readers and card readers. Intruder alarm systems and detection equipment. Gate motors, garage door automation and intercom systems. Electric fencing and perimeter security equipment. Networking equipment, switches, routers and PoE devices. Assist with system programming, firmware updates and software configuration. Troubleshoot IP addressing, network connectivity and remote access issues. Ensure equipment is correctly configured and functioning according to manufacturer specifications. Customer Service & Technical Training Provide professional and efficient technical assistance to customers and installers. Explain technical procedures and solutions clearly to customers with varying levels of technical knowledge. Assist internal sales teams with technical product enquiries, specifications and compatibility. Conduct product demonstrations and basic technical training where required. Keep up to date with new products, technologies and developments within the electronic security industry. Maintain accurate records of technical enquiries, faults and resolutions. Minimum Requirements Matric \/ Grade 12. Relevant technical qualification in Electronics, Electrical Engineering, IT, Networking or a related field will be advantageous. Minimum 5 years' technical support experience within the electronic security industry. Practical knowledge of CCTV, access control, alarm systems and security automation equipment. Experience in the installation, configuration, programming and fault-finding of electronic security systems. Good understanding of IP networking, TCP\/IP, routers, switches and network configuration. Experience providing technical support to installers, dealers or customers. Computer literacy and proficiency in Microsoft Office. Good verbal and written communication skills. Valid driver's licence will be advantageous. Technical Skills & Competencies Strong electronic fault-finding and diagnostic skills. Knowledge of IP and analogue CCTV technologies. Understanding of electronic security system integration. Ability to configure and troubleshoot network-connected security devices. Familiarity with security equipment brands such as Hikvision, Dahua, Ajax, ZKTeco, Centurion, Nemtek, DSC and similar products will be advantageous. Ability to interpret technical manuals, wiring diagrams and product specifications. Excellent customer service and problem-solving skills. Ability to work independently and as part of a team. Strong attention to detail and ability to work under pressure. Willingness to learn new products and technologies.