12 Months Security Centre Technical Helpdesk Vacancy

Johannesburg - South Africa

Monthly Salary: ZAR 15000 - 20000

Experience Required: 1-3years

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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 organisations physical assets staff and facilities.

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 years 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.

Required Skills:

Access control and veriﬁcation Greet and assist all visitors employees and contractors in a professional and courteous manner. Verify identiﬁcation issue visitor badges/cards and maintain accurate visitor logs. Enforce access control policies including Anti-Passback rules and National Key Point compliance requirements. Monitor entry/ exit points to prevent unauthorised access. Conduct basic bag or equipment inspections where authorised. Use electronic access systems and CCTV to monitor lobby activities. Visitor & Contractor Management Contact hosts to conﬁrm appointments before granting access. Ensure all visitors and contractors are escorted or directed to their destination. Incident Reporting Report suspicious activities security breaches or safety hazards to the Security Consultant or Control Room immediately. Maintain accurate incident and access records for audits. Customer Service & Communication Provide information and directions to authorised visitors and employees. Handle

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 years 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.

Required Skills:

Company Industry

Dairy Product Manufacturing / Agriculture / Construction / Mining Machinery Manufacturing / Animal Feed Manufacturing / Food Production

Key Skills

Computer Hardware
Mac Os
Active Directory
VMware
ConnectWise
HP Service Manager
Microsoft Windows Server
Mobile Devices
Windows
Help Desk
Operating Systems
Remedy

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About Company

Centrax Digital

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12 Months Security Centre Technical Helpdesk Vacancy

Johannesburg - South Africa

Job Summary

Requirements

Requirements

Company Industry

Key Skills

About Company

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