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
- Code