Access Control System – Technical Support Engineer

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:

• Provide Level 2 technical support for access control systems and related software applications.
• Manage incident, service request, and problem tickets in line with defined Support SLAs.
• Monitor, prioritise, and resolve issues within agreed response and resolution times.
• Perform root cause analysis (RCA) for recurring or critical issues and recommend corrective actions.
• Support core access control functions including cardholders, access levels, schedules, events, and reporting.
• Use SQL Server queries to troubleshoot data issues, verify transactions, and generate reports.
• Assist with software upgrades, patches, configuration changes, and ongoing system maintenance.
• Coordinate with internal teams, vendors, and customers to ensure timely issue resolution.
• Produce clear technical documentation, incident reports, and knowledge base updates.
• Support basic system integrations and validate API responses using Postman when required (limited usage).
• Ensure system availability, stability, and compliance with operational standards.

SLA and Support responsibilities:

• Adhere to defined support SLAs, including response, resolution, and escalation procedures.
• Track ticket status and provide regular updates to relevant stakeholders.
• Identify risks to SLA compliance and proactively escalate issues.
• Support critical incidents and outages, including after-hours support when required.

Required skills and Qualifications:

• Experience in software or system technical support, ideally within access control or security systems.
• Strong understanding of support operations, SLAs, and ticket-based workflows.
• Ability to write and execute SQL Server queries (SELECT, JOIN, filtering, basic analysis).
• Basic understanding of system integrations and APIs at a testing/validation level.
• Familiarity with Windows Server environments and basic networking concepts.
• Strong troubleshooting, analytical, and communication skills.

Preferred skills:

• Experience supporting enterprise or mission-critical systems.
• Familiarity with ITIL processes (Incident, Problem, and Change Management).
• Experience working in 24x7 or customer-facing support environments.

Job Types: Full-time, Permanent

Pay: AED25,000.00 - AED35,000.00 per month