Core function: Ensure high service quality and customer satisfaction through strong technical support for installed systems.
Key responsibilities:

• L1/L2 support, troubleshooting, and on-site interventions for access control, CCTV, barriers/turnstiles, parking systems, and related low-current solutions.
• Preventive maintenance visits, corrective maintenance, and incident reporting.
• Configuration support, firmware/software updates, and system health checks.
• Coordination with vendors/principals for escalations and warranty cases.
• Documentation, service reports, and adherence to SLAs.
• Provide technical support and troubleshooting for access control systems, biometric devices, CCTV, VMS, and related security products.
• Respond to customer inquiries via phone, email, or onsite visits, ensuring timely and effective resolution of technical issues.
• Diagnose hardware and software faults, and guide users through step-by-step solutions.
• Install, configure, and maintain security systems, including smart card printers, attendance management systems, and automatic gates.
• Collaborate with engineering and product teams to escalate and resolve complex technical problems.
• Document support cases, solutions, and best practices for internal knowledge sharing.
• Conduct product demonstrations and training sessions for customers and internal staff.
• Assist in system upgrades, firmware updates, and preventive maintenance activities.
• Monitor system performance and proactively identify potential issues to minimize downtime.
• Maintain up-to-date knowledge of AIC’s product portfolio and emerging industry technologies.