12 Months - Security Centre - Technical Helpdesk Vacancy

Provide first-line technical support, troubleshooting, system monitoring, and maintenance for all critical systems and infrastructure within the Physical Security Control Room environment. This includes Access Control, CCTV (Video Management Systems), intrusion alarms, perimeter monitoring technologies, intercom systems, and associated communications platforms to ensure seamless operational availability of systems used to safeguard the organisation’s physical assets, staff, and facilities.RequirementsProvide Tier 1 technical support for all physical security systems, including Access Control Systems,CCTV/VMS platforms, alarms, intercoms, security sensors, and control room user terminals.Diagnose and resolve faults affecting live security systems and operator workstations in a high-pressure,real-time monitoring environment.Log, prioritize, and manage incidents through the service desk system with appropriate escalationprotocols.Isolate issues related to hardware (e.g., cameras, network switches, control panels) or software (e.g.,Milestone VMS, Babylon AMS), and determine if remote or physical intervention is required.Provide guided support to onsite field technicians and contractors during system interventions ormaintenance.Identify and implement interim technical workarounds to reduce downtime until permanent solutions arein place.System Monitoring & MaintenancePerform live monitoring of system performance dashboards, logs, and alerts to detect degradation,failures, or irregularities in physical security platforms.Execute daily system checks to ensure operational health of control room workstations, video walls,recording devices, access points, and servers.Coordinate routine technical health checks, firmware updates, patching schedules, and antivirusdefinitions in coordination with IT and Security Technology teams.Conduct backup, restore, and recovery procedures on a scheduled basis to ensure business continuity.Maintain system asset registers, including device IDs, serial numbers, warranty statuses, andconfiguration histories.Assist with post-incident investigations by retrieving and exporting relevant surveillance footage, accesslogs, or technical diagnostics.User Assistance & Training Provide technical guidance and real-time support to Control Room Operators and Shift Supervisors forany operational system challenges.Assist with login issues, system usage errors, user account resets, and equipment handling queries.Create and maintain Help Desk user guides, troubleshooting manuals, quick reference cards, andknowledge base articles.Train new users on operating procedures, security system tools, and standard incident responseprotocols.Conduct refresher training for operators following system upgrades or process changes.Coordination & CommunicationServe as the communications bridge between control room operations, internal IT support, externalvendors, and security system integrators.Track open maintenance tickets and service-level agreement (SLA) timelines with vendors to ensureefficient technical support delivery.Provide clear and timely incident updates and shift handovers to technical management andstakeholders.Assist in scheduling preventative maintenance activities in coordination with vendor engineers, ITdepartments, and local operations teams.Participate in technical review meetings, reporting on Help Desk trends, fault volumes, and root causeanalysis.CompetenciesAcquiring InformationChampioning Customer NeedsDemonstrating Self-Insight and AwarenessSharing Information.Core CompetenciesFunctional KnowledgeSecurity Control room; A general understanding of the security associated with the work area, intrusion,various security systems including CCTV, access control, etc.Functional SkillsAnalytical and diagnostic skills with the ability to interpret logs and system errors; Verbal and writtencommunication; Ability to remain calm and focused under pressure during critical incidents; High attention todetail and accuracy in documentation; Organizational and multi-tasking capabilities.Competencies (Behaviour)Decisive; Conscientious; Initiative; Assertive; Integrity; Proactive; Customer Focus; Team Player; Performancedriven; Values Aligned with company Value.Additional InformationCertification, qualification and experience:PSIRA Grade B (minimum) required.Diploma preferably in the Security Control room environment Diploma in Security Management, OfficeAdministration, or related field.2-3 years’ experience in the Security Control room environment, including administrative or coordinationresponsibilities, preferably in a national or large-scale setting.Special RequirementsWilling and available to work shifts.Ability to work in rotating shifts, including weekends and public holidays.Ability to coordinate with both on-site and remote teams.