What are the responsibilities and job description for the CCTV Operations Technician position at Techify Care?
Role : CTV System Operations Manager & Technician
Type : LongTerm
Location : Irvine, CA - USA - Need Local to USA
If any one interested, Reach me at kongarajaswanth@techifycare.us
Position Overview
We are seeking a highly skilled and proactive CCTV System Operations Manager & Technician to oversee, maintain, and optimize our physical security surveillance infrastructure. In this hybrid role, you will balance operational management with hands-on technical troubleshooting.
You will work closely with the Division Technology Lead to ensure all CCTV systems operate with high availability. Your core responsibilities will include managing the end-to-end lifecycle of support tickets in ServiceNow, diagnosing hardware and network issues, performing on-site physical repairs, and leading weekly status and escalation reviews.
Key ResponsibilitiesIncident Management & Triage
- Ticket Ownership: Ensure all CCTV-related issues, outages, and maintenance requests are promptly and accurately entered into ServiceNow.
- Triage & Assessment: Review incoming tickets to assess severity, impact, and root causes.
- Coordination & Escalation: Involve the appropriate internal IT teams, external vendors, or division stakeholders to ensure rapid resolution of complex issues.
- Hands-on Technical Operations & On-Site Support
- Physical Troubleshooting: Travel to local sites to physically inspect, diagnose, repair, reconfigure, or replace faulty CCTV hardware and peripherals.
- Camera Maintenance: Address and resolve camera-specific issues, including:
- Confirming camera fields of view and clearing physical obstructions.
- Cleaning lenses and correcting image configuration faults (e.g., inverted video).
- Checking enclosure seals to protect against water penetration.
- Testing auxiliary connected infrastructure such as Uninterruptible Power Supplies (UPS).
- Network & Connectivity: Troubleshoot connectivity issues between cameras, network switches, and Digital Video Recorders (DVRs) / Network Video Recorders (NVRs).
- Remote Streaming Video Support: Investigate and resolve instances where viewing stations cannot remotely access or stream live/recorded video feeds.
Reporting & Governance
- Weekly Status Reviews: Prepare and lead weekly review meetings with the Division Technology Lead and stakeholders.
- Action Tracking: Showcase the current status of all CCTV systems, detailing actions taken, resolution steps, and clear paths for pending escalations.
- High Availability: Proactively identify system vulnerabilities or aging hardware to prevent downtime and maintain maximum system uptime.
- Data Retention Auditing: Ensure storage configurations comply with IC's legal retention policies (30-day storage cap).
- Access Control & Audit Logs: Manage user permissions (adding/removing user access) and routinely audit who has accessed or exported video footage.
Qualifications & Skills
Experience & Education
- Experience: 3–5 years of experience in CCTV system administration, field technician work, or physical security operations management.
- ITSM Tools: Proven experience using ServiceNow (or a similar ticketing system) for incident and problem management.
- Technical Knowledge: Deep understanding of CCTV hardware, DVR/NVR architecture, IP cameras, analog systems, and Video Management Software (VMS).
- Networking Basics: Solid understanding of networking fundamentals (TCP/IP, routing, switching, and PoE) related to video streaming and connectivity.
Core Competencies
- Hands-on Capability: Ability to safely use ladders, hand tools, and testing equipment to service physical equipment on-site.
- Communication: Strong verbal and written communication skills, with the ability to confidently lead weekly meetings and explain technical issues to non-technical stakeholders.
- Organization: Excellent time-management skills to balance administrative ticket management with field-based technical work.
Work Environment & Travel
- Must possess a valid driver's license and reliable transportation to travel to various local sites for on-the-spot troubleshooting.
- Ability to lift up to 50 lbs and work in varied environments (e.g., server rooms and outdoor camera mounts).