OnGuard Access

OnGuard Access Control & Genetec Security Center

• Access Control & CCTV Support

Provide round-the-clock support for OnGuard and Genetec systems.
Manage application issues, hardware coordination, system patching, and upgrades. Respond to and resolve incidents and service requests related to access and surveillance systems.

• Application Management & EUC (End-User Computing) Support

Handle alarm configuration and panel troubleshooting.
Triage and manage SaaS-based support tickets (e.g., ServiceNow). Deliver user onboarding, training, and documentation on security tools and procedures.

• Genetec CCTV Services

Mange user accounts, camera configurations, and system health monitoring.
Troubleshoot both software and hardware-related CCTV issues. Support periodic firmware and software patching across Genetec environments.

• Control Systems Hardware Support

Key Deliverables:

• Accurate and timely report generation on system usage, incidents, and SLA performance.
• Root cause analysis (RCA) for recurring or major incidents.
• Access control and CCTV hardware configuration documentation and audit logs.
• Scheduled application patching, server maintenance, and vulnerability remediation reports.
• Support logs and handover documents for shift or escalation management.

Required Skills & Qualifications:

• 3-5 years of hands-on experience in access control and CCTV system support.
• Certifications in Lenel OnGuard and Genetec Security Center (strongly preferred).
• Experience in end-user support, training, and documentation.
• Proficient in SaaS ticketing systems (e.g., ServiceNow, Jira).
• Competency in reporting tools, scripting (e.g., Excel macros, PowerShell, or Python).
• Demonstrated ability to work with third-party vendors and internal IT/infrastructure teams.
• Understanding of network connectivity and server infrastructure relevant to physical security systems.

Preferred Skills:

• Familiarity with regulated environments (e.g., healthcare, pharma, manufacturing).
• Experience in access governance or physical security audits.
• Basic knowledge of cybersecurity and its intersection with physical security.