Noc Support Engineer - CCTV

Job Description: NOC Support Engineer – CCTV

Position Title: NOC Support Engineer – CCTV

Department: Network Operations Center (NOC)

Location: Andheri

Reports To: NOC Manager / Operations Lead

1. Role Overview

The NOC Support Engineer – CCTV is responsible for monitoring, managing, and troubleshooting CCTV networks and surveillance infrastructure in real-time. The role ensures system uptime, timely incident response, proactive maintenance, and endpoint health management while coordinating with on-ground field engineers and clients to ensure service continuity.

2. Key Responsibilities

Monitoring & Surveillance

• Monitor CCTV systems, health dashboards, NVR/DVR feeds, and network alerts 24/7.

• Track status of all devices including cameras, servers, storage, and network equipment.

• Respond to system-generated alarms promptly.

Incident Management

• Diagnose and resolve first-level and second-level technical issues related to CCTV, network connectivity, NVR/DVR failures, and video retention issues.

• Escalate unresolved issues to senior engineers or field teams as per SOP.

• Log incidents in the ticketing system and ensure timely closure.

Network & CCTV System Support

• Perform health checks on CCTV endpoints, bandwidth, storage utilization, and video quality.

• Troubleshoot IP camera issues, power supply failures, PoE switch problems, and configuration errors.

• Assist with firmware updates, camera resets, and basic configuration tasks.

Coordination & Communication

• Coordinate with field technicians for on-site support and maintenance.

• Provide detailed incident reports to management and clients.

• Ensure communication throughout the ticket lifecycle.

Documentation & Reporting

• Maintain updated asset inventory for CCTV devices.

• Prepare daily/weekly system performance and downtime reports.

• Update knowledge base articles and troubleshooting guides.

Compliance & SOP Adherence

• Follow SLA, escalation matrix, and NOC operational guidelines.

• Ensure CCTV data integrity, security compliance, and retention policies.

3. Required Skills & Qualifications

Technical Skills

• Hands-on knowledge of CCTV systems: IP cameras, analog cameras, NVRs, DVRs.

• Understanding of networking: IP addressing, routing basics, switching, VLANs, PoE.

• Experience with monitoring tools (VMS, NOC dashboards, SNMP-based tools).

• Good understanding of storage systems (NAS/SAN preferred).

• Familiarity with CCTV brands (Hikvision, Dahua, Honeywell, CP Plus, Axis, etc.).

Soft Skills

• Strong analytical and problem-solving skills.

• Excellent communication and coordination abilities.

• Ability to work in shifts (24/7 environment).

• Attention to detail and ability to work under pressure.

4. Educational & Professional Requirements

• Diploma/BE/BTech in Electronics, IT, Computer Science, or related field.

• 1–3 years of experience in CCTV/NOC/network support roles.

• Preferred Certifications: CCNA, CCTV/VMS vendor certifications, NOC/Network Monitoring Tools training.

5. Key Performance Indicators (KPIs)

• Incident response time

• SLA adherence

• System uptime percentage

• Ticket closure rate

• Accuracy of reporting and documentation