We are seeking a motivated Level 1 Technical Support Officer to join our CCTV and security technology team. This entry-level role is responsible for providing first-line support to customers, installers, and internal teams for CCTV cameras, network video recorders, video management software, remote viewing applications, and related security products.

The successful candidate will be the first point of contact for technical enquiries, helping users troubleshoot common issues, guide product setup, document support cases, and escalate more complex problems to senior technicians when required.

This position would suit an entry-level candidate who has the right attitude, a genuine interest in technology, and a willingness to learn. Previous experience is desirable, but we are more focused on finding someone who is reliable, customer-focused, curious, and keen to grow with the business.

This role would require regular attendance in the office located in Tuggerah.

Key Responsibilities

- Provide Level 1 technical support by phone, email, remote access tools, and ticketing systems.
- Troubleshoot CCTV cameras, NVRs/DVRs, network connectivity, mobile apps, remote viewing, firmware, and basic software configuration issues.
- Assist customers and installers with product setup, configuration, and basic commissioning support.
- Record, update, and manage support tickets accurately, including customer details, symptoms, troubleshooting steps, and resolutions.
- Escalate unresolved or complex technical issues to Level 2 support, engineering, or product teams with clear notes and supporting information.
- Guide customers on correct product use, maintenance practices, and basic system checks.
- Support warranty, RMA, and product fault investigation processes where required.
- Maintain knowledge of CCTV, networking, access control, and security technology products.




- Follow company procedures for customer service, privacy, cyber security, workplace health and safety, and incident escalation.
- Contribute to internal knowledge base articles, FAQs, and troubleshooting guides.
- Complete WHS documentation for site visits and ensure all required certificate, licenses, and insurance documents are provided to clients.
- Scheduling service calls and site visits where remote support is not sufficient
- Audit and report on ticket trends, specific hardware issues, fleet status.
- Configure alarm monitoring system for use with CCTV.

Required Skills and Experience

- Previous experience in technical support, customer service, IT support, electronics, security systems, or a related field is desirable, but not essential for a candidate with the right attitude and willingness to learn.
- Basic understanding of CCTV systems, IP cameras, NVRs/DVRs, cabling, routers, switches, and internet connectivity.
- Ability to troubleshoot technical issues logically and explain solutions in simple, customer-friendly language.
- Strong communication skills, including clear phone manner and accurate written notes.
- Good computer literacy, including email, Microsoft Office, ticketing systems, and remote support tools.
- High attention to detail and ability to follow documented procedures.
- Positive attitude, willingness to learn, and ability to work both independently and as part of a team.




- Ability to manage multiple support enquiries while maintaining a skilled and calm approach.

Desirable Qualifications

- Basic networking knowledge, including IP addressing, port forwarding, DNS, DHCP, LAN/WAN, and Wi‑Fi troubleshooting.
- Experience with CCTV brands, video management systems, alarm systems, access control, or intercom products.
- Security industry experience or willingness to complete relevant licensing, checks, or training if required.
- Current driver licence, where site visits or warehouse support may be required.

Key Attributes

- Customer‑focused and patient when assisting users with varying levels of technical knowledge.
- Curious and eager to build technical knowledge in CCTV, networking, and security systems.
- Reliable, organised, and able to prioritise tasks in a busy support environment.
- Professional, honest, and respectful when handling customer information and security‑related matters.

What We Offer

- Work in a small, family‑owned business where your contribution is noticed, valued, and directly impacts the success of the team.
- Join a supportive, down‑to‑earth workplace with approachable leadership and experienced technicians who are willing to share their knowledge.
- Receive hands‑on training in CCTV, networking, alarm monitoring, and security technology products.
- Benefit from genuine growth opportunities as the business expands, with the potential to progress into Level 2 support, field technician, product specialist, operations, or technical sales roles.
- Gain broad exposure across customer support, installations, service coordination, product troubleshooting, and internal systems rather than being limited to one narrow area.
- Be part of a team that values reliability, initiative, long‑term development, and a positive attitude.

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📌 CCTV Technical Support & Administration (Gosford)
🏢 Alexicam Surveillance
📍 Gosford