Remote Service Technician II

ECAM is looking for talented individuals like you! Be the next Remote Service Technician II .

Primary responsibility is to act as a point of contact for the shift team, providing direction and feedback to members during shifts and ensuring processes are followed. In addition, an Technical Support Engineer II will provide customers with realtime (24/7) support for issues logged or created by health check systems, monitoring centers, and even customers relating to all CCTV systems installed on the client side.

Assigned as the lead for technical concerns in their designated COG Group.

Job Highlights

• -Day 1 HMO for you and two (2) of your dependents.
• -Annual and Performance Based Salary Increase
• -Additional Leave Credits

Duties & Responsibilities

• Act as a POC for the shift team and Provide direction and feedback to members during shifts and ensure

processes are followed.

• Troubleshoot & update NVR computers, IP cameras, VOIP devices, networks, routers, and related security

equipment.

• Assist in creating technical documents, and training materials.
• Conducts ongoing health monitoring of Customer systems; reacts in a timely manner to all trouble/failure

notifications.

• Responds to tickets within the required target response/resolution time and update the users regarding their

ticket’s progress.

• Provide regular ticket updates, communicate with stakeholders, and document all resolutions.
• Provides immediate customer assistance for emergency and URGENT fixes as defined in service definition.
• Creates temporary “work-around” for immediate customer issues where appropriate.
• Escalates to Level 2/Field by packaging, with concise description, actions, and traces required for escalation.
• Follows customer issues through to completion to ensure resolution and customer satisfaction have been

achieved.

• Provides 24x7 shifting at L1 support
• Involvement in company focus groups.
• Addition responsibilities as required within the designed solution.
• Communicate outages, maintenance schedules or any disruptions to services.
• Perform planned and unplanned technical maintenance works
• Escalation point of COG Engineers
• Participate on Technology Projects

Qualifications

• Graduates of Bachelors Degree in any of the following courses - Information Technology, Computer, Engineering

and Business.

• Professional Technology Certifications (Microsoft, ITIL, Comptia, Cisco, etc) are preferred but not required
• Applicants with 3-4 years of working experience in similar technology role preferably with intermediate technical

support experience on Service Desk, End User Computing support services or Remote Service function.

• Experience in CCTV with IP Cameras, VMS Systems, network appliances
• Knowledge of monitoring systems such as Zabbix, Prometheus, etc.
• Knowledge/Experience in desktop support
• Knowledge in Remote Troubleshooting (VNC\TeamViewer\Splashtop)
• IP Telephony or VoIP routing experience is a plus.
• Ticket Handling and Incident Management
• Good Communication and Presentation skills.
• Demonstrated analytical and problem-solving experience.

• Why join ECAM ?
• At ECAM , we invite you to make a difference. Take over a position that creates community impact.
• Get to work with skillful team members and experience limitless growth.
• Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.