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Technical Support Specialist

4 weeks ago

Manchester, United Kingdom Nycomm Full time

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at Nycomm. 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.
  • Provide technical support to customers, including troubleshooting and resolving issues.
  • Collaborate with the sales team to ensure seamless customer experiences.
  • Develop and maintain technical documentation to aid in system design and customer support.
  • Identify and implement process improvements to enhance business efficiency.
  • Attend business events and provide on-site customer demonstrations.
  • Set up systems for customer acceptance testing or integration work.
  • Identify training needs and requirements for the sales and technical team.
  • Travel to sites to resolve issues as needed.
  • Attend product meetings to provide input on new product delivery.
  • Provide feedback to the Operations manager on potential issues.
  • Work with the marketing team to provide technical insight.
  • Develop plans to support and deliver skills and knowledge training to the team.
  • Manage customer expectations and complaints, taking ownership of issues.
  • Perform pre-configuration of systems before equipment is sent to customers, provide technical support via phone or in-person, and assist the RMA team with testing and product software updating as required.

Requirements:

  • Excellent communication skills, both written and verbal.
  • Multi-skilled across all disciplines, including CCTV, Access Control, Fire systems, Intruder 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 provide 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 needed.

What We Offer:

  • A great team to work collaboratively with.
  • Excellent training in our products, services, and industry, with a focus on self-development.
  • We'll support your career goals and help you achieve your true potential.
  • Lots of company benefits, rewards, recognition, and more.