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Technical Support Engineer
3 weeks ago
- Provide technical support to installers and engineers.
- Deliver excellent customer service and build strong rapport with customers.
- Apply your understanding of electrical disciplines, especially in linking systems to the cloud (IP), connecting hardware to software (cloud/apps).
- Stay up to date with new hardware & software product releases.
- Assist Technical Support with further developments for monitored key sites and customers.
- Identify and encourage training requirements for installation/maintenance customers.
- Manage open/unresolved/escalated tickets.
- Maintain a flexible attitude towards working hours.
- Undertake site visits for consultation, investigation, or rectification of technical system issues.
- Collaborate with field sales at the system specification stage.
- Provide proactive and consistently high levels of customer service with commercial awareness.
- Shadow Technical Support Specialists and help upskill the team.
- Maintain excellent record-keeping, including ticketing and reports.
- Provide support via phone, email, and remote connectivity.
- Troubleshoot technical issues on security products, diagnosing faults and providing solutions.
- Conduct route cause analyses of customer tickets raised.
- Communicate with customers to quickly identify the root of their problems.
- Install and configure hardware and software.
- Provide timely and accurate customer feedback and follow up to ensure problem resolution.
- Manage multiple cases simultaneously.
- Test and evaluate new technologies.
- Experience: Solid experience in a customer technical support function and/or engineering background.
- Industry Knowledge: Sound knowledge in the Intruder/Access service/installation industry or similar is a significant advantage however candidates from other technical backgrounds such as IT or Electrical will also be considered.
- Teamwork: Ability to work effectively in a team or solo environment.
- Task Management: Conscientious with assigned tasks and committed to department goals.
- Innovation: Outspoken and proactive in developing new and intuitive ideas for customer satisfaction.
- Problem Solving: Excellent problem-solving abilities.
- Technical Aptitude: Technically minded with a good grasp of the electrical discipline, particularly in connecting hardware to software (cloud/apps).
- Opportunity to work with a reputable company in the Access Control security sector.
- Comprehensive training and professional development support.
- Competitive salary and benefits package.
- Based in Loudwater, High Wycombe, with occasional travel to our Newcastle office.
- Remote working considered for 1 day per week.
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