Service Engineer - Electronic Security

Overview

 

The Security Service Engineer is responsible for supporting the operational stability, performance, maintenance, and troubleshooting of enterprise physical security systems centered around the Genetec Security Center platform.

 

This role is operational and engineering-focused, supporting both proactive maintenance activities and reactive service delivery across video management, access control, server, storage, and integrated security environments. The position is responsible for ensuring systems remain healthy, operational, optimized, and properly documented while supporting customer service requests and operational incidents.

 

The ideal candidate will possess strong troubleshooting capabilities, operational discipline, and hands-on experience supporting enterprise physical security in higher education, healthcare, commercial, or large campus settings.

Responsibilities

System Operations & Proactive Maintenance

• Perform daily operational monitoring of Genetec Security Center environments.
• Monitor and review:
• System alerts
• Archiver health
• Recording status
• Storage utilization
• RAID health
• Bandwidth utilization
• Camera operational status
• Conduct preventative maintenance activities across security infrastructure and associated hardware.
• Validate camera functionality, alignment, video quality, and analytics operation.
• Support ongoing firmware, patching, and software update activities in accordance with approved maintenance processes.
• Assist with server and storage operational maintenance.
• Review backup status and recovery validation processes to support operational continuity.
• Maintain operational awareness of system capacity and infrastructure health.

 

Reactive Service & Troubleshooting

• Respond to reactive service requests, incidents, and operational issues related to the Genetec environment.
• Troubleshoot and resolve issues involving:
• Genetec Security Center
• Video management systems
• Access control integrations
• Camera failures
• Recording issues
• Storage-related alerts
• Server and workstation performance
• Support service desk escalations and engineering-level troubleshooting activities.
• Coordinate with manufacturers and third-party vendors for advanced issue resolution and hardware support.
• Assist authorized personnel with video retrieval and evidence export requests.
• Participate in after-hours or on-call support rotations as required.

 

Engineering Support & System Optimization

• Support operational optimization activities within the Genetec platform.
• Perform camera tuning and optimization, including:
• Bitrate adjustments
• Resolution optimization
• Codec validation
• Analytics tuning
• Support multicast validation and bandwidth utilization analysis related to security operations.
• Assist with upgrade validation, testing, and controlled deployment activities.
• Support operational integration troubleshooting between Genetec and associated systems.
• Provide operational recommendations focused on system reliability, performance, and maintainability.
• Support technical coordination activities with internal teams and customer stakeholders.

 

Documentation & Reporting

• Maintain accurate operational documentation, including:
• System inventories
• Maintenance records
• Support documentation
• Configuration records
• SOP updates
• Document troubleshooting activities, incident resolution, and operational findings within the ITSM platform.
• Assist with operational reporting related to:
• System health
• Device status
• Support trends
• Maintenance activities
• Support the maintenance of architecture diagrams and operational support documentation using tools such as Microsoft Visio and Microsoft Office.

Qualifications

Education & Experience

• Associate’s or Bachelor’s degree in Information Technology, Security Technologies, Engineering, or related field preferred.
• Minimum 3 to 5 years of experience supporting enterprise physical security systems.
• Experience supporting Genetec Security Center environments in an operational or service delivery capacity preferred.

Technical Skills

Strong working knowledge of:

• Genetec Security Center
• Video management systems (VMS)
• Acc