Systems Engineer

Job Description

he role: Support service/operational delivery for Asset Protection and Access Control. Troubleshoot, diagnose, and resolve issues with on-premise network video recording devices. Regularly check the status of video surveillance cameras and NVR devices to ensure they are online and functioning. Manage tickets in ServiceNow, providing timely updates and meeting SLAs and KPIs. Ensure smooth and efficient operations of video surveillance and access control systems. Collaborate with internal/external partners to support upcoming planned deployments. Support queue management by identifying trends, opening Parent and/or Problem tickets, escalating to the correct teams for quick resolution. Contribute to the improvement of processes and implementation of new technologies. Demonstrate professional and effective communication skills to support users, peers, and cross-functional partners. This comes in in all forms of communication: tTelephone, email, remote sessions, and in-person. All touch points to be documented in incidents. Build a positive working relationship with our retail team, 3rd party vendors, integrators and cross-functional partners. Work closely with our vendors to address our oldest tickets and brainstorm for solutions on potential roadblocks. Participate as a technical project resource as and when required. Participate in on call rotation as required. Qualifications: Diploma or Bachelor s degree in IT related field with 3 years of technology experience or an equivalent combination NAS devices are used for storing and managing video footage in surveillance setups. Understanding their configuration, access controls, and data retention practices would be an asset. A basic understanding of video surveillance camera technology is valuable. This includes knowledge of different camera types (e.g., IP cameras, analog cameras), resolution settings, lens types, and image sensors. A basic understanding of physical access control systems is valuable. Awareness of Internet of Things (IoT) devices is also relevant. Many modern surveillance systems integrate with IoT devices for enhanced functionality (e.g., motion sensors, environmental sensors). Cisco Meraki is a popular cloud-managed networking solution. In the context of video surveillance, Meraki devices (such as security cameras and switches) are commonly used. Understanding Meraki s features, configuration, and management is beneficial. A foundational understanding of networking principles is essential. This includes knowledge of IP addressing, subnets, VLANs, routing, and firewall rules. Video surveillance systems rely on network infrastructure for data transmission. Effective communication is crucial. Surveillance operators need to convey information clearly, whether it s reporting incidents, collaborating with colleagues, or providing updates. The field of video surveillance evolves rapidly. Being adaptable allows operators to learn new technologies, adapt to changing security protocols, and handle unexpected situations. Surveillance operators encounter various challenges, from technical glitches to security breaches. Problem-solving skills help them troubleshoot issues efficiently. Being able to collaborate, share information, and coordinate responses is essential. Practices agility, thrives in a fast-paced environment Familiarity with Active Directory, MS Office, Microsoft Intune, MS Admin Center, Cisco Meraki, Microsoft Azure Must haves: Communication matters! Whether reporting incidents or collaborating with colleagues, clear and concise communication is key. Nail the basics of networking: IP addressing, subnets, VLANs, routing, and firewall rules. Video surveillance relies on a robust network infrastructure. Understanding the basic principles around incident management including creation and classification, investigation and diagnosis, resolution and closure. Integrate fun and joy as a way of being and working, aka doesn t take yourself too seriously