CCTV System Operations Manager & Technician Location:
Irvine, CA (Onsite)
Job Description:
We are seeking a highly skilled and proactive CCTV System Operations Manager & Technician to oversee, maintain, and optimize our physical security surveillance infrastructure. In this hybrid role, you will balance operational management with hands-on technical troubleshooting. You will work closely with the Division Technology Lead to ensure all CCTV systems operate with high availability. Your core responsibilities will include managing the end-to-end lifecycle of support tickets in ServiceNow, diagnosing hardware and network issues, performing on-site physical repairs, and leading weekly status and escalation reviews. Key Responsibilities Incident Management & Triage •
Ticket Ownership:
Ensure all CCTV-related issues, outages, and maintenance requests are promptly and accurately entered into ServiceNow. •
Triage & Assessment:
Review incoming tickets to assess severity, impact, and root causes. •
Coordination & Escalation:
Involve the appropriate internal IT teams, external vendors, or division stakeholders to ensure rapid resolution of complex issues. Hands-on Technical Operations & On-Site Support •
Physical Troubleshooting:
Travel to local sites to physically inspect, diagnose, repair, reconfigure, or replace faulty CCTV hardware and peripherals. •
Camera Maintenance:
Address and resolve camera-specific issues, including: ○ Confirming camera fields of view and clearing physical obstructions. ○ Cleaning lenses and correcting image configuration faults (e.g., inverted video). ○ Checking enclosure seals to protect against water penetration. ○ Testing auxiliary connected infrastructure such as Uninterruptible Power Supplies (UPS). •
Network & Connectivity:
Troubleshoot connectivity issues between cameras, network switches, and Digital Video Recorders (DVRs) / Network Video Recorders (NVRs). •
Remote Streaming Video Support:
Investigate and resolve instances where viewing stations cannot remotely access or stream live/recorded video feeds. Reporting & Governance •
Weekly Status Reviews:
Prepare and lead weekly review meetings with the Division Technology Lead and stakeholders. •
Action Tracking:
Showcase the current status of all CCTV systems, detailing actions taken, resolution steps, and clear paths for pending escalations. •
High Availability:
Proactively identify system vulnerabilities or aging hardware to prevent downtime and maintain maximum system uptime. •
Manage user permissions (adding/removing user access) and routinely auditing who has accessed or exported video footage. Qualifications & Skills Experience & Education •
Experience:
3-5 years of experience in CCTV system administration, field technician work, or physical security operations management. •
ITSM Tools:
Proven experience using ServiceNow (or a similar ticketing system) for incident and problem management. •
Technical Knowledge:
Deep understanding of CCTV hardware, DVR/NVR architecture, IP cameras, analog systems, and video management software (VMS). •
Networking Basics:
Solid grasp of networking fundamentals (TCP/IP, routing, switching, and PoE) as they relate to video streaming and connectivity. Core Competencies •
Hands-on Capability:
Ability to safely use ladders, hand tools, and testing equipment to service physical equipment on-site. •
Communication:
Strong verbal and written communication skills, with the ability to confidently lead weekly meetings and explain technical issues to non-technical stakeholders. •
Organization:
Excellent time-management skills to balance administrative ticket management with field-based technical work. Work Environment & Travel • Must possess a valid driver's license and reliable transportation to travel to various local sites for on-the-spot troubleshooting. • Ability to lift up to 50 lbs and work in varied environments (e.g., server rooms, outdoor camera mounts).
Skills Mandatory Skills :
CCTV system administration, ServiceNow, networking fundamentals
Pay:
$25.00 - $27.00 per hour
Experience:
CCTV system administration: 5 years (Required)
ServiceNow, :
5 years (Required) networking fundamentals: 4 years (Required)
