Technical Support Specialist

2 months ago

Manchester, United Kingdom Nycomm Full time

Job Summary:

Nycomm is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our customers, ensuring their security systems are functioning optimally.

Key Responsibilities:

  • Design and implement security systems, including CCTV, Access Control, and Fire systems, to meet customer needs.
  • Test and troubleshoot security systems to ensure they are functioning correctly.
  • Develop and maintain technical documentation to aid in system design and customer support.
  • Identify and implement solutions to improve business processes and customer satisfaction.
  • Attend and support business events, providing technical expertise and support.
  • Deliver on-site customer demonstrations and training sessions.
  • Set up security systems for customer acceptance testing or integration work.
  • Identify training needs and requirements for the sales and technical teams.
  • Travel to customer sites to resolve technical issues and provide support.
  • Attend product meetings to provide input on new product development.
  • Provide feedback to the Operations Manager on potential issues that require attention.
  • Work closely with the sales team to develop plans to support and deliver skills and knowledge training.
  • Manage customer expectations and complaints, taking ownership of issues and seeing them through to resolution.

Requirements:

  • Excellent communication skills, both written and verbal.
  • Multi-skilled across all security disciplines, including CCTV, Access Control, Fire systems, and IoT.
  • Good problem-solving skills and the ability to think creatively.
  • Previous field experience installing, fault-finding, and designing security systems.
  • Able to work across multiple platforms and effectively integrate products.
  • Experienced in communicating with manufacturers to provide feedback and raise potential issues.
  • Excellent customer service skills, with a practical and flexible approach to providing a satisfactory outcome.
  • A valid UK driving license is highly preferred.
  • A good understanding of IT and IP systems.
  • Knowledge of current industry standards and practices.
  • Ability to work remotely as required.

Desirable:

  • Positive and confident attitude.
  • Adaptable to change.
  • Computer literate.
  • Highly driven and motivated individual.
  • Able to take ownership, be accountable, and take responsibility to deliver an industry-leading technical experience.
  • Able to work within a team environment as well as on an individual basis.
  • Able to work to effective deadlines.
  • Able to work outside normal office hours if required.
  • High level of technical knowledge of security systems, including CCTV, Access Control, Intruder, Fire systems, and IoT.

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