Maintenance Engineer

Role purpose

• Maintain the availability and reliability of client CCTV, access control and supporting server systems through preventive maintenance and corrective fault resolution. Diagnose faults across devices, networks, applications.
• SQL databases and recording storage; restore service safely, verify recovery and maintain complete service records.

Preventive maintenance

• Maintain a rolling preventive maintenance schedule at least three months ahead. Obtain Technical Manager approval, coordinate client access and manpower, and prepare approved checklists, tools and spares before each visit.
• Inspect and test cameras, NVRs, readers, controllers, locks and associated cabling and power supplies. Verify camera views, recording, playback, door events and authorised release functions; record defects and followup actions.
• Check server and application health, SQL service status, storage capacity, recording retention, backup results and system alarms. Carry out approved housekeeping, updates and recovery checks within agreed maintenance windows.

Corrective maintenance

• Receive and log fault calls, establish the affected services and business impact, and perform remote or site diagnostics within the applicable service level agreement. Notify the Technical Manager promptly of outages, recording loss, unsafe door operation or faults requiring escalation.
• Isolate the fault, implement an authorised repair or temporary recovery, and coordinate additional engineers or vendor support. Record outstanding risks, verify affected functions after restoration and monitor for recurrence before closure.

System troubleshooting

• Use a structured diagnostic process: confirm symptoms, review recent changes and logs, trace dependencies, test likely causes, and record evidence. Distinguish the root cause from symptoms and identify whether the fault arises from equipment, power, cabling, connectivity, configuration, software or capacity.
• CCTV and recorders: diagnose camera connectivity, PoE supply, image quality, video streams, NVR configuration and disk faults, missing recordings, playback failures and retention gaps. Verify restored recording and retrieval for the affected channels.
• Access control: diagnose reader and controller communications, lock and power faults, door contacts, exit devices, controller synchronisation and access events. Test authorised access and applicable emergency release interfaces with the responsible site personnel.
• Networks: troubleshoot IP addressing, VLANs, switches, link errors, packet loss, bandwidth, DNS and time synchronisation affecting security systems. Coordinate changes to client-managed infrastructure with the authorised IT team.
• Management servers: diagnose operating system and hardware health, application services, licensing, authentication, certificates, CPU and memory usage, and client-server communications. Apply approved recovery actions and validate application operation.
• SQL servers: investigate service and connection failures, database availability, disk and transaction log growth, failed jobs or backups, and performance issues using authorised diagnostic tools. Coordinate database repair, tuning or recovery with the Technical Manager, vendor or database specialist.
• Archiver and storage servers: diagnose recording services, stream ingestion, disk and RAID health, storage connectivity, capacity and write performance. Confirm recording continuity, retention settings and playback; flag data loss and degraded redundancy promptly.

Client support and service records

• Act as the primary technical contact for assigned sites. Maintain familiarity with system architecture, configurations, asset lists, maintenance history and contract scope; coordinate technicians and peer engineers when additional support is needed.
• Prepare service reports with symptoms, findings, work performed, parts used, downtime, test evidence and outstanding actions. Submit reports to the Technical Manager for vetting before issue to the client and formal sign-off. Track recurring faults and recommend corrective improvements.

Safety and limits of authority

• Follow approved site procedures, risk controls and access requirements. Use suitable PPE and tools; undertake controlled tasks only when trained and authorised. Report hazards and stop unsafe work.
• Obtain approval before disruptive restarts, shutdowns, firmware or software changes, access permission changes, database recovery or storage reconfiguration. Confirm backups, a recovery plan and the maintenance window before approved disruptive work. Preserve footage, event records and credentials; do not delete or alter production data to clear a fault without explicit authorisation.
• Escalate unresolved or high-impact incidents to the Technical Manager, who determines severity and specialist support. Obtain approval for purchases, variations and work outside contract scope. Keep the client informed of service impact and restoration progress.