CCTV Product Support Specialist
Listed on 2026-10-01
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IT/Tech
IT Support, Technical Support, Network Security, Cybersecurity
To provide advanced technical support, troubleshooting, product expertise, and customer assistance for CCTV surveillance solutions. The CCTV Product Support Specialist is responsible for ensuring customers, installers, distributors, and internal teams receive professional and effective support relating to CCTV hardware, software, networking, recording systems, and integrated security solutions.
Job Description Role Profile- Job Title:
CCTV Product Support Specialist - Reports to:
Technical Manager/Supervisor - Department:
Technical Support - Location:
Durban
To provide advanced technical support, troubleshooting, product expertise, and customer assistance for CCTV surveillance solutions. The CCTV Product Support Specialist is responsible for ensuring customers, installers, distributors, and internal teams receive professional and effective support relating to CCTV hardware, software, networking, recording systems, and integrated security solutions.
The role requires strong technical knowledge of CCTV systems, video management software, IP networking, and security technologies, together with excellent customer service and communication skills.
Responsibilities / Accountabilities Technical Support- Provide telephonic, remote, and email support for CCTV products and solutions.
- Diagnose and resolve technical issues related to CCTV cameras, NVRs, DVRs, video management software (VMS), mobile applications, and associated hardware.
- Support both IP and analogue CCTV systems.
- Assist customers with installation, configuration, commissioning, and troubleshooting of CCTV products.
- Assist with overflow intruder, HYYP, and Onyyx-related support queries if the need arises.
- Investigate and resolve connectivity, streaming, recording, playback, storage, and network-related issues
- Escalate complex technical issues to engineering or product development teams where required.
- Maintain detailed records of support incidents and their resolution.
- Develop and maintain expert-level knowledge of CCTV product ranges.
- Stay informed on new technologies, firmware releases, software updates, and industry trends.
- Conduct testing and evaluation of new CCTV products before release.
- Produce accurate test reports and recommendations.
- Always deliver professional and courteous support.
- Ensure service calls are handled within agreed response times and SLAs.
- Provide clear technical guidance to customers and technicians.
- Build and maintain strong relationships with customers and business partners.
- Assist in developing product documentation, technical bulletins, and troubleshooting guides.
- Create and update training material for CCTV products.
- Conduct product training for staff, distributors, installers, and customers where required.
- Share technical knowledge with colleagues to improve overall support capability.
- Assist with integration of CCTV systems with:
- Access Control Systems
- Intrusion Detection Systems
- Video Analytics Platforms
- Cloud-Based Surveillance Platforms
- Third-Party Security Solutions
- Support integration troubleshooting and testing.
- Participate in after-hours standby support as required.
- Assist with field support visits when necessary.
- Support product demonstrations and customer evaluations.
- Perform any additional duties assigned by management
- Please note this job description is not exhaustive nor limited to the details contained within*
- Grade 12 (Matric)
- National Diploma, N+, A+, IT Qualification, or equivalent technical certification
- Minimum 3 years' CCTV technical support experience
- Valid driver's licence
- Reliable transport
- CCTV manufacturer certifications (Dahua, Hikvision, Uniview, Axis, Hanwha, Bosch, etc.)
- Networking certifications (CompTIA Network+, CCNA, Mikrotik, or equivalent)
- Security industry experience.
- Access Control experience.
- Technical support in the electronic security industry.
- Troubleshooting IP-based CCTV systems.
- Experience working with NVRs, DVRs, VMS platforms, and CCTV networking.
- Experience providing telephonic, remote, and on-site support.
- Familiarity with Windows operating systems and networking fundamentals.
- Experience in customer service and helpdesk environments.
We are the ASSA ABLOY Group
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