Lenel OnGuard Access Control & Genetec Security

• Lenel OnGuard Certified and Genetec Certified

JobTitle: Business Support Analyst

Position: Experienced Associate

Location: Hyderabad/ Bangalore, India

MinimumDegree: Bachelors Degree

JobSummary -
We are seeking an experienced and technically proficient Analyst to support our enterprise security systems, specifically Lenel OnGuard Access Control and Genetec Security Center platforms. This role is part of a global support team responsible for access control, CCTV system operations, application maintenance, and hardware coordination across multiple sites.

The ideal candidate brings a balance of technical hands-on skills, end-user support experience, and effective collaboration with infrastructure, vendors, and security stakeholders.

Scope of Responsibilities:

• Access
  
  Control & CCTV Support
• Provide round-the-clock support for OnGuard and Genetec systems.
• Manage application issues, hardware coordination, system patching, and upgrades.
• Respond to and resolve incidents and service requests related to access and surveillance systems.
  
• Application Management & EUC (End-User Computing) Support
• Handle alarm configuration and panel troubleshooting.
• Triage and manage SaaS-based support tickets (e.g., ServiceNow).
• Deliver user onboarding, training, and documentation on security tools and procedures.

• Genetec CCTV Services
• Mange user accounts, camera configurations, and system health monitoring.
• Troubleshoot both software and hardware-related CCTV issues.
• Support periodic firmware and software patching across Genetec environments.
  
• Control Systems Hardware Support
• Conduct remote programming and testing of access control hardware (panels, readers, controllers).
• Coordinate with third-party vendors for hardware repair, installation, or replacement.
• Work with infrastructure teams to ensure network and server connectivity for physical security devices.
  

Key Deliverables:

• Accurate and timely report generation on system usage, incidents, and SLA performance.
• Root cause analysis (RCA) for recurring or major incidents.
• Access control and CCTV hardware configuration documentation and audit logs.
• Scheduled application patching, server maintenance, and vulnerability remediation reports.
• Support logs and handover documents for shift or escalation management.

Required Skills & Qualifications:

• 3-5 years of hands-on experience in access control and CCTV system support.
• Certifications in Lenel OnGuard and Genetec Security Center (strongly preferred).
• Experience in end-user support, training, and documentation.
• Proficient in SaaS ticketing systems (e.g., ServiceNow, Jira).
• Competency in reporting tools, scripting (e.g., Excel macros, PowerShell, or Python).
• Demonstrated ability to work with third-party vendors and internal IT/infrastructure teams.
• Understanding of network connectivity and server infrastructure relevant to physical security systems.

Preferred Skills:

• Familiarity with regulated environments (e.g., healthcare, pharma, manufacturing).
• Experience in access governance or physical security audits.
• Basic knowledge of cybersecurity and its intersection with physical security.