CCTV Product Support Specialist

ROLE PROFILE

CCTV Product Support Specialist

Technical Manager/Supervisor

Technical Support

Durban

PURPOSE OF THE ROLE

Job Purpose

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.

Product Expertise

• 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.

Customer Service

• 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.

Training and Knowledge Sharing

• 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.

Integration Support

• Access Control Systems
• Intrusion Detection Systems
• Video Analytics Platforms
• Cloud-Based Surveillance Platforms
• Third-Party Security Solutions
• Support integration troubleshooting and testing.

Additional Duties

• 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*

Minium Requirements

• 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

Preferred

• CCTV manufacturer certifications (Dahua, Hikvision, Uniview, Axis, Hanwha, Bosch, etc.)
• Networking certifications (CompTIA Network+, CCNA, Mikrotik, or equivalent)
• Security industry experience.
• Access Control experience.

Experience Requirements

• 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

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.