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Maxxess

We are seeking an Access Control System Technical Support Engineer to deliver day-to-day Level 2 software and system support for access control solutions. The role focuses on incident management, SLA-driven support, troubleshooting, and maintaining system stability, with working knowledge of SQL Server and limited API testing for integrations when required.Key responsibilities:<ul><li>Provide Level 2 technical support for access control systems and related software applications.</li><li>Manage incident, service request, and problem tickets in line with defined Support SLAs.</li><li>Monitor, prioritise, and resolve issues within agreed response and resolution times.</li><li>Perform root cause analysis (RCA) for recurring or critical issues and recommend corrective actions.</li><li>Support core access control functions including cardholders, access levels, schedules, events, and reporting.</li><li>Use SQL Server queries to troubleshoot data issues, verify transactions, and generate reports.</li><li>Assist with software upgrades, patches, configuration changes, and ongoing system maintenance.</li><li>Coordinate with internal teams, vendors, and customers to ensure timely issue resolution.</li><li>Produce clear technical documentation, incident reports, and knowledge base updates.</li><li>Support basic system integrations and validate API responses using Postman when required (limited usage).</li><li>Ensure system availability, stability, and compliance with operational standards.</li></ul>SLA and Support responsibilities:<ul><li>Adhere to defined support SLAs, including response, resolution, and escalation procedures.</li><li>Track ticket status and provide regular updates to relevant stakeholders.</li><li>Identify risks to SLA compliance and proactively escalate issues.</li><li>Support critical incidents and outages, including after-hours support when required.</li></ul>Required skills and Qualifications:<ul><li>Experience in software or system technical support, ideally within access control or security systems.</li><li>Strong understanding of support operations, SLAs, and ticket-based workflows.</li><li>Ability to write and execute SQL Server queries (SELECT, JOIN, filtering, basic analysis).</li><li>Basic understanding of system integrations and APIs at a testing/validation level.</li><li>Familiarity with Windows Server environments and basic networking concepts.</li><li>Strong troubleshooting, analytical, and communication skills.</li></ul>Preferred skills:<ul><li>Experience supporting enterprise or mission-critical systems.</li><li>Familiarity with ITIL processes (Incident, Problem, and Change Management).</li><li>Experience working in 24x7 or customer-facing support environments.</li></ul>Job Types: Full-time, PermanentPay: AED25,000.00 - AED35,000.00 per month

Access Control System – Technical Support Engineer

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Access Control System – Technical Support Engineer