Technical Support Engineer

ob Title: Manager – Tech Support & Presales Support Position Overview The Manager – Tech Support & Presales Support plays a dual role in providing high-level technical support during the project execution phase and supporting the business development and bidding teams in tender evaluation, solution design, and presales activities. The role covers a wide scope of integrated systems including:  Access Control & Intrusion Detection Systems (ACIDS)  Office Automation & IT (OAIT)  Perimeter Intrusion Detection Systems (PIDS)  CCTV Surveillance Systems  Gate Entry Solutions (Boom Barriers, Turnstiles, Bollards)  Fire Detection and Alarm Systems  EPBX / IP Telephony Systems  Telecom Network Infrastructure Key Responsibilities Technical Support Management: Lead and manage the Level 2 and Level 3 technical support operations across all integrated systems. Supervise system diagnostics, remote troubleshooting, onsite interventions, and SLA compliance. Ensure documentation, configuration backups, and maintenance records are updated and accurate. Coordinate with OEMs for escalations, firmware patches, bug fixes, and hardware replacement under warranty. Presales Support & Solution Design: Assist the business development and sales teams in client engagement, RFP response, and solution presentations. Prepare technical proposals, compliance matrices, system design documents (HLD, LLD), and BoQs. Conduct technical site surveys and feasibility assessments. Support Proof-of-Concept (PoC) setups and demos at client premises or remotely. Tender Evaluation & Documentation Review government and corporate tenders for scope, technical feasibility and compliance. Analyze tender BOQs and technical specs and prepare deviation/compliance statements. Coordinate with procurement and OEMs for solution viability and certifications. Team Coordination & Project Handover Guide and mentor field engineers and implementation teams in project rollouts. Ensure proper handover of system SOPs, user manuals, and post-deployment support plans. Coordinate with project managers and Quality Assurance (QA) team for UAT, FAT, and final acceptance processes. Reporting & Knowledge Sharing Submit regular MIS reports on support KPIs, presales activities, and pending issues. Maintain repository of case studies, issue logs, and solution briefs for knowledge management. Train internal teams and clients on system usage and routine maintenance. Required Skills & Experience Qualification: B.E. / B.Tech in Electronics, Telecommunications, Computer Science, or equivalent. Experience: 7–10 years in system integration / technical support / presales of security & IT systems. Strong understanding of integrated security solutions (ACS, CCTV, Fire, PIDS, Gate Automation, etc.). Familiarity with IT infrastructure, server-storage setup, network configuration & troubleshooting. Hands-on experience in reviewing and preparing technical BOQs and drawings (AutoCAD/Visio preferred). Proficient in technical documentation, OEM coordination. Preferred Certifications (Optional but Advantageous) CCNA / Network+ OEM Certifications (Panasonic, Tyco, Honeywell, Axis, etc.) ITIL Foundations (for process-oriented delivery) BICSI / Fire & Safety Training / OEM technical workshops Key Competencies Customer-Focused Technical Leadership Multi-Technology Solutioning Expertise Tender/Bid Evaluation Experience Strong Communication & Presentation Skills Documentation and Process Discipline