Systems Support Engineer

**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.

**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.