Internal Technical Support Engineer

1 week ago

Blackburn, Blackburn with Darwen, United Kingdom Catchpoint UK Full time £25,000 - £40,000 per year

Location:
Office-based (Blackburn)

Hours:
8:30am – 5:00pm, Monday to Friday (37.5 hours per week)

Contract Type:
Permanent, Full-time

Salary:
Competitive (dependent on experience)

About Catchpoint UK

Catchpoint UK is a growing leader in fire and security solutions, delivering high-quality service, installation, and maintenance support to a diverse client base. We take pride in our commitment to innovation, reliability, and professional development across our engineering teams.

We are now seeking a Internal Technical Support Engineer to join our dynamic operations team. Reporting to the Operations Manager, you will play a key role in supporting our service and installation departments, providing technical guidance, and contributing to the training and development of apprentices and engineers company wide.

Key Responsibilities

As an Internal Technical Support Engineer, your duties will include:

  • Delivering remote and telephone support to clients, ensuring timely issue resolution.
  • Identifying training needs within the engineering department and collaborating with management to develop and implement action plans.
  • Providing remote technical support via telephone and remote desktop to field engineers, improving our first-time fix rate.
  • Analysing return visit trends and recommending solutions to enhance operational efficiency.
  • Performing remote maintenance inspections and regular audits to ensure compliance and quality standards.
  • Managing and maintaining the UDL database to ensure efficient remote service.
  • Assisting the installation administration team in reviewing design and commissioning documentation.
  • Supporting the service department with follow-up works, including part identification and allocation.
  • Assisting in the pricing of minor works by utilising technical expertise to determine accurate parts and labour requirements.
  • Collaborating with the False Alarm Management team to provide technical support, corrective actions, and root cause analysis.
  • Liaising with monitoring stations and suppliers to resolve technical issues, line faults and system errors.
  • Maintaining and recording calibration data for all engineering test equipment.

Skills & Experience Required

  • Proven experience working with fire and security systems.
  • Strong engineering and IT background.
  • Proficient in Microsoft Office applications.
  • Excellent attention to detail and organisational skills.
  • Professional, presentable, and customer-focused attitude.
  • Strong reporting and communication skills.
  • Positive attitude with a proactive and solution-oriented approach.

Benefits

  • Excellent opportunities for career progression within a rapidly growing company.
  • 22 days annual leave plus bank holidays (increasing with length of service).
  • Company mobile phone and laptop.
  • Company pension scheme.
  • Death in service benefit.

This is an exciting opportunity for an experienced engineer who wants to step away from the tools and focus on providing technical guidance, training, and system support.

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