Technical Support Engineer

6 days ago

Chertsey Surrey, United Kingdom Hanwha Vision Europe Full time

Job Purpose:

To provide 1st Line Support to customers and distributors, delivering the highest quality responses within agreed time frames.

To provide administrative support internally to the Technical Support team.

What your day will look like:

  • Understand Hanwha Vision’s product portfolio
  • Answer inbound queries from customers via Phone, Chat and Ticketing system
  • Effectiveness in understanding problems and making timely, practical decisions
  • Accurately log all customer issues received into the Ticketing system
  • Follow up on open tickets and ensure customers are kept up to date at all times with the progress
  • Maintain and develop the companies adopted Ticketing system ensuring all data relating to customers and support tickets is accurate and always up to date
  • To provide a high level of support to customers and associated service facilities.
  • Maintain Technical Lab
  • Provide support to colleagues and management on ‘ad hoc’ projects
  • Performing miscellaneous job-related duties as assigned by the Head of Technical

About you:

  • A background in IT is required, and any experience / knowledge of the Security industry would be beneficial
  • Networking or Camera experience would be advantageous
  • Professional working level of English – additional language considered a major asset
  • Detail oriented
  • A willingness to learn is a must
  • Ability to collaborate and foster communication internally
  • Cultivate and maintain customer relationships
  • Self-motivated and able to work on own and under pressure
  • Good time management and priority handling with previous experience of working in a customer facing environment
  • Ability to work within tight deadlines and schedules
  • Display an alignment with company values including passion, integrity, honesty and respect
  • Business or Technical Degree Level Education would be desirable, as would any Industry related qualifications
  • PC Literate - Intermediate & Advanced ‘Microsoft Office’ skills to include Excel
  • Clean Driving License

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