Systems Support Engineer

Roles & Responsibilities Job Summary Sin Chew Alarm is seeking a proactive and technically skilled Systems Support Engineer to be a core part of our team. You will support our growing portfolio of electronic security solutions, playing a key role in maintaining, troubleshooting, and enhancing integrated security systems such as CCTV, Card Access, Biometric, Intruder Alarms, Intercom Systems , and associated cloud-based monitoring platforms (ISMS, etc.) . This role critically bridges IT infrastructure and physical security systems , requiring developed specialist knowledge to ensure seamless operation, high availability, and optimal client satisfaction across our systems. Key Responsibilities 1. Systems Support & Incident Resolution Provide advanced Level 2/3 technical support for integrated security systems, performing diagnostics, troubleshooting, and resolving complex hardware, software, and network faults, both remotely and on-site. Resolve escalated system-related incidents to identify root cause, develop solutions, and ensure uninterrupted operations. On-Call Standby: Be available for on-call availability with varied shifts (including nights, weekends, and holidays) to respond to and resolve critical systems-related incidents. Conduct risk assessments of systems and implement corrective actions. 2. System Maintenance & Optimization Conduct proactive preventive maintenance activities, system audits, and scheduled upgrades/patching to enhance availability, reliability, scalability, and security. Install, configure, and maintain the hardware and software components of security systems, including networking tools and techniques required for deployment and monitoring. Develop automated processes to define, measure, and report on service quality, stability, and capacity. Analyse system performance and recommend solutions to optimize the use of network and operating systems . 3. System Design & Project Involvement Collaborate with project teams during system provisioning, installations, configurations, commissioning, and handover processes. Develop new systems or system enhancements in accordance with business analysis and systems requirements, providing technical advice on installation, setup, and configuration. Define comprehensive system maintenance procedures and design effective security and integrity controls. Lead research initiatives for the development of advanced and automated approaches for system administration. Conduct User Acceptance Tests (UAT) for newly deployed or enhanced systems. 4. Client & Vendor Management Manage the execution and monitoring of Service Level Agreements (SLAs) , ensuring objectives and targets are met or exceeded. Maintain accurate and detailed documentation for system configurations, support logs, and client reports. Liaise effectively with vendors and suppliers for technical support, warranty claims, and access to new technology information. Provide end-user training and technical guidance to clients, ensuring high service level standards. Qualifications & Requirements Education - Diploma or Degree in Electrical/Electronic Engineering, Information Technology, or a related field. Experience - Open to New Hires —on-job training will be provided. Candidates with 1-3 years of relevant experience are highly encouraged to apply. Technical Skills - Essential: Proficiency with CCTV/VMS, Access Control, Intruder Alarm Systems , IP networking (TCP/IP, routing, switching), Windows OS , and server platforms. Certifications (Preferred) - Relevant certifications such as CCNA (Cisco), CompTIA A+/Network+, or vendor-specific security system certifications (e.g., Milestone, Genetec, Avigilon). SCTP/WSQ Advanced Certificate or Higher Nitec in Security/IT fields is a plus. Soft Skills - Strong problem-solving abilities, effective communication , high service level standards , and the ability to work independently and collaboratively in a team setting. OtherClass - 3 driving license preferred for site visits and rapid on-site response. Tell employers what skills you have UATTroubleshootingScalabilityHardwareCCNAPhysical SecurityInformation TechnologyRoutingReliabilityCCTVWindows OSIPNetworkingOperating SystemsTechnical Support