IT Support Engineer - Video Systems

SDI Presence LLC is a leading IT services firm that leverages its strong team presence to advance clients toward a secure digital enterprise. With a 30-year corporate resume, SDI delivers multi and hybrid cloud infrastructure managed services, consulting and advisory solutions, work and asset management solutions, and application modernization and managed services. SDI serves major airports, utilities, commercial real estate portfolios, and government agencies across the U.S.

About the role

The Video Services Engineer is responsible for the operational support, configuration, and performance of enterprise video management systems within a large, mission-critical airport environment. This role is centered on Genetec Security Center (Omnicast) and requires deep understanding of video systems from cameras to analytics to storage and network infrastructure.

This role blends enterprise video systems engineering with core IT infrastructure support. The ideal candidate brings experience across video platforms AND broader IT domains such as end-user support, Windows systems, and network troubleshooting. The position works closely with field technicians, project teams, and stakeholders to ensure reliable video system performance across the airport ecosystem.

Responsibilities

• Serve as a core team member supporting enterprise Genetec video management systems, including configuration, monitoring, and lifecycle support
• Perform advanced troubleshooting across the full video stack, including cameras, encoders, servers, storage systems, and network infrastructure
• Configure and maintain Genetec video components, including camera provisioning, recording roles, archiving, and system parameters
• Monitor system health and performance; identify issues related to latency, bandwidth, storage utilization, and video quality
• Analyze and resolve video issues such as loss of video, degraded streams, recording failures, and analytics performance
• Support video analytics capabilities, including motion detection, license plate recognition (LPR), and other intelligent video features
• Collaborate with field service technicians and project teams to validate camera installations, support commissioning, and resolve field-related issues
• Perform onsite validation activities, including camera alignment, focus, positioning, and basic diagnostics
• Configure and troubleshoot network infrastructure supporting video systems, including switches, VLANs, multicast/unicast traffic, and IP addressing
• Assist with system upgrades, firmware updates, patches, and planned maintenance activities
• Participate in system testing, cutovers, and after-hours maintenance windows
• Develop and maintain technical documentation, standards, and troubleshooting guides
• Interface directly with customers and stakeholders to resolve issues effectively in a high-availability operational environment
• Participate in on-call rotation supporting airport operations at O’Hare and Midway (approximately 1–2 times per year, if needed)

Requirements

• Minimum of 3+ years of experience supporting enterprise or campus-scale IT systems (airports, transportation, healthcare, higher education, large corporate campuses, etc.)
• VMware / virtualization technologies
• Microsoft technologies and enterprise support environments
• Experience with enterprise video management systems (Genetec strongly preferred but not required)
• Strong understanding of IP video systems, including:
  • IP cameras, encoders, and ONVIF standards
  • Video streaming concepts (bitrate, frame rate, compression, multicast/unicast)
  • Camera technologies (low-light, WDR, lenses, positioning)
• Experience supporting video storage environments, including retention policies, archiving, and SAN/NAS systems
• Familiarity with video analytics technologies (motion detection, LPR, AI-based analytics, event correlation)
• Networking fundamentals, including:
  • Cisco switch configuration and troubleshooting
  • VLAN design and segmentation
  • IP addressing and subnetting
  • Network performance considerations for high-bandwidth video systems
• Experience supporting Windows-based servers and workstations supporting VMS platforms
• Ability to diagnose and resolve issues across software, hardware, and network layers
• Strong troubleshooting and analytical skills in live, mission-critical environments
• Comfortable working independently and collaboratively with field and engineering teams
• Strong communication and documentation skills
• Customer-focused mindset with a strong sense of urgency

Preferred Qualifications

• Bachelor’s degree in IT, Engineering, or related technical discipline (or equivalent experience)
• Genetec certification (Certified Technical Associate, Certified Technical Professional, or higher) strongly preferred
• Experience with additional Genetec modules (Synergis Access Control, Federation, Mission Control/Event Management)
• Experience with major camera manufacturers (Axis, Hanwha, Bosch, etc.)
• Experience working in regulated or high-availability environments such as airports or critical infrastructure
• Familiarity with performance monitoring and diagnostic tools for video systems

Benefits

• Medical, Dental, Vision
• Company-provided Life Insurance
• Short and long-term disability
• Matched Retirement Savings
• Wellness Program
• Paid time off

Pay

Competitive salary range: $70,000 - $90,000. Base salary may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonuses or commissions.

Schedule

• Hybrid schedule: 3 days onsite and up to 2 days remote per week
• Additional onsite attendance may be required for upgrades, maintenance, or special projects
• Occasional local travel between O'Hare and Midway airports may be required (approximately 1–2 times per year)