CCTV and Access Control Product Support Specialist

Our client is an established technology and security solutions organisation that provides advanced surveillance and electronic security products to businesses across various industries. They are seeking a CCTV Product Support Specialist to provide expert technical support, product guidance, and troubleshooting assistance for CCTV and integrated security solutions.
In this role, you will be responsible for supporting customers and partners with installations, configurations, troubleshooting, product training, and system integrations. The successful candidate will serve as a technical expert while helping to ensure customer satisfaction and the successful deployment of security solutions.

• Provide telephonic, remote, and email-based technical support for CCTV products and solutions.
• Troubleshoot and resolve issues relating to cameras, NVRs, DVRs, video management systems, and associated hardware.
• Support both IP-based and analogue CCTV environments.
• Assist customers with installation, configuration, commissioning, and troubleshooting.
• Investigate connectivity, recording, playback, storage, and network-related issues.
• Escalate complex technical issues when required and coordinate resolutions.
• Maintain accurate records of support incidents and resolutions.
• Conduct testing and evaluation of new products and firmware releases.
• Develop technical documentation, product guides, and troubleshooting resources.
• Deliver product training to customers, installers, distributors, and internal teams.
• Support integrations with access control, intrusion detection, video analytics, cloud surveillance platforms, and third-party security solutions.
• Participate in field support, product demonstrations, and after-hours support when required.

• Grade 12 (Matric).
• National Diploma, A+, N+, IT qualification, or equivalent technical certification.
• Minimum 3 years' experience supporting CCTV and surveillance solutions.
• Experience troubleshooting IP-based CCTV systems and networking environments.
• Strong understanding of NVRs, DVRs, VMS platforms, and CCTV infrastructure.
• Knowledge of TCP/IP networking, PoE switching, routing, wireless networking, VPNs, and network troubleshooting.
• Experience providing telephonic, remote, and on-site technical support.
• Familiarity with Windows operating systems and helpdesk environments.
• Security industry experience is highly advantageous.
• CCTV vendor certifications (Hikvision, Dahua, Axis, Hanwha, Bosch, or similar) advantageous.
• Networking certifications such as Network+, CCNA, Mikrotik, or equivalent beneficial.
• Valid driver's licence and reliable transport.
• Strong communication, problem-solving, customer service, and interpersonal skills.