Global Physical Security Systems Specialist - EMEA

Located on site in Frankfurt, the Global Security Systems Operations Specialist is responsible for the ongoing support, maintenance, and optimization of CyrusOne’s enterprise-wide physical security systems. This role focuses on break/fix resolution, system health monitoring, and operational excellence across a global footprint.

The Specialist will collaborate with internal teams and external service providers to ensure secure, resilient, and high-performing security infrastructure aligned with regional standards and compliance requirements. Operational Support & Service Delivery

• Provide daily support for physical security systems including access control, video surveillance, biometrics, intercoms, and intrusion detection.
• Respond to service requests, incidents, and false alarms within defined SLAs.
• Collaborate with IT, Facilities, Security Operations, and other cross-functional teams to ensure system reliability.
• Maintain accurate documentation, SOPs, and troubleshooting guides.

Security Technology Maintenance

• Assist with system commissioning and support in partnership with integrators across domestic and international sites.
• Troubleshoot hardware/software issues across platforms (e.g., Lenel, CCure 9000, Genetec, Avigilon, Morpho, Bio-Connect).
• Perform preventive maintenance and health checks.
• Support system upgrades, patching, and global deployments.
• Manage lifecycle of devices (controllers, readers, cameras, servers) in alignment with EOL/EOS schedules.
• Develop and maintain training materials and documentation for internal teams.

Stakeholder Engagement

• Serve as a primary contact for global stakeholders regarding system performance and issue resolution.
• Partner with regional security leaders, IT, Facilities, and Compliance to align technology with business needs.
• Communicate technical issues in business terms for leadership reporting.

Monitoring & Reporting

• Monitor system health, device status, and potential vulnerabilities across platforms.
• Generate reports on uptime, incidents, and performance metrics.
• Provide data to support forecasting, lifecycle planning, and capacity management.

Vendor Management

• Coordinate with third-party vendors for troubleshooting, RMA processing, and maintenance.
• Ensure vendor compliance with SLAs and escalate issues as needed.
• Participate in vendor evaluations and contribute to technology roadmap discussions.

Compliance & Audit Support

• Assist with internal and external audits related to physical security systems and data retention.
• Ensure systems and processes align with regulatory requirements and corporate policies.
• Maintain logs and documentation to support compliance reporting and investigations.

Incident Response & Investigation Support

• Provide technical support during security incidents involving physical systems (e.g., unauthorized access, device tampering).
• Retrieve and preserve video footage and access logs for investigations.
• Collaborate with Security Operations and Legal teams to support incident documentation and resolution.

Asset & Inventory Management

• Maintain accurate inventory of security system components (controllers, readers, cameras, servers).
• Track asset lifecycle, warranty status, and replacement schedules.
• Support procurement and logistics for replacement parts and new deployments .

Training & Knowledge Management

• Develop and deliver training materials for internal teams on system usage and troubleshooting.
• Maintain a centralized knowledge base of SOPs, FAQs, and technical guides.
• Conduct onboarding sessions for new team members and regional stakeholders.

Qualifications

• 2–4 years of experience supporting, administering, or operating physical security systems in a multi-site or international environment.
• Strong technical knowledge of access control, CCTV, biometrics, intercoms, and intrusion detection systems.
• Hands-on experi