Requirements
Provide 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 escalation
protocols.
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 or
maintenance.
Identify and implement interim technical workarounds to reduce downtime until permanent solutions are
in place.
System Monitoring & Maintenance
Perform 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 antivirus
definitions 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, and
configuration histories.
Assist with post-incident investigations by retrieving and exporting relevant surveillance footage, access
logs, or technical diagnostics.
User Assistance & Training
Provide technical guidance and real-time support to Control Room Operators and Shift Supervisors for
any 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, and
knowledge base articles.
Train new users on operating procedures, security system tools, and standard incident response
protocols.
Conduct refresher training for operators following system upgrades or process changes.
Coordination & Communication
Serve as the communications bridge between control room operations, internal IT support, external
vendors, and security system integrators.
Track open maintenance tickets and service-level agreement (SLA) timelines with vendors to ensure
efficient technical support delivery.
Provide clear and timely incident updates and shift handovers to technical management and
stakeholders.
Assist in scheduling preventative maintenance activities in coordination with vendor engineers, IT
departments, and local operations teams.
Participate in technical review meetings, reporting on Help Desk trends, fault volumes, and root cause
analysis.
Competencies
Acquiring Information
Championing Customer Needs
Demonstrating Self-Insight and Awareness
Sharing Information.
Core Competencies
Functional Knowledge
Security Control room; A general understanding of the security associated with the work area, intrusion,
various security systems including CCTV, access control, etc.
Functional Skills
Analytical and diagnostic skills with the ability to interpret logs and system errors; Verbal and written
communication; Ability to remain calm and focused under pressure during critical incidents; High attention to
detail and accuracy in documentation; Organizational and multi-tasking capabilities.
Competencies (Behaviour)
Decisive; Conscientious; Initiative; Assertive; Integrity; Proactive; Customer Focus; Team Player; Performance
driven; Values Aligned with company Value.
Additional Information
Certification, qualification and experience:
PSIRA Grade B (minimum) required.
Diploma preferably in the Security Control room environment Diploma in Security Management, Office
Administration, or related field.
2-3 yearsâ experience in the Security Control room environment, including administrative or coordination
responsibilities, preferably in a national or large-scale setting.
Special Requirements:
Willing 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.
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