Job Description

Purpose of the position:
Continuously monitor the operational status of video surveillance cameras, VMS platforms, communication links, equipment installed in the field and associated services of different clients, identifying failures, generating alerts, documenting incidents and coordinating their attention with the corresponding technical teams.

Main functions:

- Monitor in real time the status of cameras, recorders, video surveillance platforms, communication links and installed equipment.
- Detect offline cameras, video loss, communication failures, low image quality, no recording or abnormal events.
- Register incidents on the support platform or help desk, leaving clear traceability of the event.
- Perform basic first-level verifications: connectivity, equipment availability, platform status, remote reboots if applicable and service recovery validation.
- Notify and escalate incidents to the remote support, communications, programming or physical facilities team as appropriate.
- Follow up on open cases until they are closed or normalized.
- Generate daily reports, by shift or by client, on news, offline equipment, unavailability times and actions taken.
- Maintain clear and timely communication with internal or external clients when required.
- Comply with care protocols, escalation, documentation and continuity of service.

Profile requirements:

- Technician, technologist or student of careers related to systems, telecommunications, electronics, networks, electronic security or related areas.
- Desirable experience in camera monitoring, CCTV, VMS, NOC, help desk, technical support or control centers.
- Basic knowledge of networks: IP, ping, connectivity, routers, switches, internet links and initial diagnosis.
- Basic management of support tools, tickets, corporate WhatsApp, monitoring platforms or video surveillance software.
- Availability to work rotating shifts 24/7, including nights, weekends and holidays.
- Good writing to document incidents and reports.
- Analysis capacity, attention to detail, responsibility and quick reaction to service failures.

Key competencies:

- High concentration and continuous monitoring capacity.
- Order and discipline to record information.
- Clear and timely communication.
- Ability to work under pressure.
- Customer orientation.
- Sense of urgency.
- Teamwork with technical areas.",