Monitor and manage CCTV systems and NVR/DVR infrastructure 24/7, diagnose and resolve first- and second-level CCTV and network issues, log and escalate incidents, coordinate field technicians, maintain asset inventory, run health checks and reports, and follow NOC SOPs and SLAs.
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
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