Security Systems Engineer

Analyst OnGuard Access Control & Genetec Security Center

Job Title: Business Support Analyst

Position: Experienced Associate

Location: Hyderabad/ Bangalore, India

Minimum Degree: Bachelor's Degree

Job Summary - We are seeking an experienced and technically proficient Analyst to support our enterprise security systems, specifically Lenel OnGuard Access Control and Genetec Security Center platforms. This role is part of a global support team responsible for access control, CCTV system operations, application maintenance, and hardware coordination across multiple sites.

The ideal candidate brings a balance of technical hands-on skills, end-user support experience, and effective collaboration with infrastructure, vendors, and security stakeholders.

Scope of Responsibilities:

Access Control & CCTV Support

- Provide round-the-clock support for OnGuard and Genetec systems.

- Manage application issues, hardware coordination, system patching, and upgrades.

- Respond to and resolve incidents and service requests related to access and surveillance systems.

Application Management & EUC (End-User Computing) Support

- Handle alarm configuration and panel troubleshooting.

- Triage and manage SaaS-based support tickets (e.g., ServiceNow).

- Deliver user onboarding, training, and documentation on security tools and procedures.

Genetec CCTV Services

- Mange user accounts, camera configurations, and system health monitoring.

- Troubleshoot both software and hardware-related CCTV issues.

- Support periodic firmware and software patching across Genetec environments.

Control Systems Hardware Support

- Conduct remote programming and testing of access control hardware (panels, readers, controllers).

- Coordinate with third-party vendors for hardware repair, installation, or replacement.

- Work with infrastructure teams to ensure network and server connectivity for physical security devices.

Key Deliverables:

Accurate and timely report generation on system usage, incidents, and SLA performance.

Root cause analysis (RCA) for recurring or major incidents.

Access control and CCTV hardware configuration documentation and audit logs.

Scheduled application patching, server maintenance, and vulnerability remediation reports.

Support logs and handover documents for shift or escalation management.

Required Skills & Qualifications:

3-5 years of hands-on experience in access control and CCTV system support.

Certifications in Lenel OnGuard and Genetec Security Center (required).

Experience in end-user support, training, and documentation.

Proficient in SaaS ticketing systems (e.g., ServiceNow, Jira).

Competency in reporting tools, scripting (e.g., Excel macros, PowerShell, or Python).

Demonstrated ability to work with third-party vendors and internal IT/infrastructure teams.

Understanding of network connectivity and server infrastructure relevant to physical security systems.

Preferred Skills:

Familiarity with regulated environments (e.g., healthcare, pharma, manufacturing).

Experience in access governance or physical security audits.

Basic knowledge of cybersecurity and its intersection with physical security.