Assistant Manager - Technical Support
- G4S
- 5 - 10 years
- Noida, Gurugram
- 17 days ago
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Job Description
Job Description: Assistant Manager Technical Support
- Position Title: Assistant Manager Technical Support
- Department: Operations
- Reports To: AVP - Operations
- Location: Gurugram / Bangalore
Role Summary:
The Assistant Manager Technical Support is a critical role responsible for overseeing the technical support operations for all Electronic Security Systems. This role serves as the escalation point for complex technical issues (L2/L3 support), leads a team of technical
support engineers, ensures strict adherence to Service Level Agreements (SLAs), and drives customer satisfaction through efficient incident resolution and preventive maintenance strategies.
Key Responsibilities:
1. Technical Support & Escalation Management
- Act as the L2/L3 Subject Matter Expert (SME) for all ELV systems, including CCTV, VMS, ACS, FAS, PA, and BMS.
- Troubleshoot and resolve high-priority and complex technical escalations remotely and at client sites.
- Conduct detailed Root Cause Analysis (RCA) for major system failures and provide Corrective and Preventive Action (CAPA) reports.
- Oversee firmware upgrades, system migrations, and health checks of deployed security infrastructure.
2. Team Leadership & Development
- Manage, mentor, and guide a team of L1/L2 Technical Support Engineers and Field Technicians.
- Prepare shift rosters, allocate tasks, and monitor the daily productivity of the support desk.
- Conduct regular technical training sessions to upskill the team on new OEM products and troubleshooting.
3. SLA Management & Client Handling
- Monitor ticket queues (Helpdesk/CRM) to ensure all incidents are acknowledged and resolved within agreed SLAs (e.g., MTTR).
- Serve as the primary technical point of contact for key enterprise clients during critical outages.
- Prepare and present Monthly Service Delivery Reports (uptime, ticket volume, chronic issues) to clients and management.
4. OEM & Vendor Coordination
- Liaise directly with OEMs (e.g., Hikvision, Honeywell, Milestone, Genetec, Bosch) for advanced technical support and patches.
- Manage the Return Merchandise Authorization (RMA) process for faulty hardware, ensuring minimal downtime via buffer stock management.
Key Performance Indicators (KPIs)
- SLA Compliance: >95% resolution of tickets within the defined timeframe.
- First Time Fix Rate (FTFR): High percentage of issues resolved without repeat visits or escalations.
- Customer Satisfaction (CSAT): Positive feedback from clients on support quality and response time.
- Team Performance: Reduction in escalation rate from L1 to L3 through effective training.
Qualifications & Skills
- Education: B.Tech / B.E. in Electronics & Communication, Electrical, Instrumentation, or IT.
- Certifications: ITIL Foundation (preferred), Networking (CCNA/Network+), and OEM- specific certifications (Milestone, Genetec, Honeywell, Lenel) are highly advantageous.
- Experience: 5 to 8 years of core experience in ELV technical support/maintenance, with 1 to 2 years in a supervisory role.
- Technical Competencies: Strong knowledge of IP Networking (TCP/IP, VLANs, Routing), VMS servers, storage (NAS/SAN), SQL databases, and interpreting SLDs.
- Behavioral Competencies: Excellent problem-solving skills, calm under pressure, and strong communication skills.
Job Classification
Industry: Law Enforcement / Security ServicesFunctional Area / Department: Security ServicesRole Category: Security Services - OtherRole: Security Services - OtherEmployement Type: Full timeContact Details:
Company: G4SLocation(s): Noida, Gurugram
Keyskills: Elv technical support operations VMS Server Technical Support SQL Database IP Networking
G4S
Part of the global G4S security conglomerate, this Delhi-based entity has been operating since 1996. It provides business services such as facilities management, staffing for corporate and administrative roles, and security solutions. It reported revenue of around 31.4 crore in FY 2022 and functions...
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