1st Line Technical Support Desk - CCTV / ANPR Installations

Company Description

Agena Group is on an exciting and ambitious growth trajectory with diversification and innovation at its heart, underpinned by strong social value and ESG credentials, and celebrated as a multiple-award winner. Yes, our roots are in car-park management, however, we\\\’re so much more – expanding into new verticals to disrupt industry norms and elevate our sector with technology-led solutions that deliver measurable business impact for our clients, as well as improve the public\\\’s everyday experience of travel and parking.

Position

Do you have experience providing phone and email support for CCTV systems? We are looking for a new team member to join our expanding team! In this office-based role, you will be providing troubleshooting and system maintenance advice to field-based CCTV and ANPR engineers via the phone and email.

Key Responsibilities

• Act as the primary point for firstline technical support within the Technical Services team, handling telephone and email inquiries from external customers and colleagues.
• Provide prompt and professional troubleshooting for CCTV cameras, kiosks, payment systems, and related hardware and software, ensuring daily checks and issue resolution within agreed KPIs.
• Monitor, diagnose, and maintain surveillance infrastructure to ensure optimal performance and uptime—for example system patches, firmware updates, and network configuration.
• Maintain and update internal records, databases, asset-management lists, and job-tracking systems.
• Document all support interactions, resolutions, and recurring issues in a knowledge-base or ticketing system to drive process improvements.
• Collaborate effectively with internal teams and escalate complex cases to senior engineers or third-party vendors when required.
• Embrace and promote a customer-first culture, demonstrating empathy, patience, and clear communication in every interaction.

Who you are

• Proven support experience—ideally 1-3 years—in CCTV or general technical support, including hardware troubleshooting, networking fundamentals and software configuration.
• Familiarity with surveillance systems, CCTV protocol, kiosk / payment hardware, and remote diagnostic tools.
• Strong troubleshooting mindset, able to isolate root cause and deliver effective technical resolution.
• Excellent written and verbal communication skills, with the ability to explain technical issues to technical and nontechnical users.
• Highly organised, detail-oriented, and comfortable managing multiple tickets or cases under time pressure.
• Customer-centric approach: patient, empathetic, and committed to going the extra mile for high service quality.
• Familiarity with ticketing systems (e.g. Zendesk, Jira Service Desk), knowledge base tools (e.g. Confluence), and CRM is a plus.
• Initiative to assist with asset and logistics tracking, and willingness to contribute to process improvements and team training.

Agena Values

We believe that the way we do business is as important as the business that we do. Operating with integrity and high ethical standards is the Agena Group way. Our values reinforce our behaviours and what is important to us. Living these values is essential to our success.

• Ambitious: we aim for world class service
• Disruptive: we\\\’re here to change the industry
• Ethical: we do things for the right reasons
• Insightful: we use research to guide our decisions
• Collaborative: We\\\’re better when we work together
• Innovative: we help people see things differently

Other information about the role

• Salary: £26,000 per annum
• Shifts: 40 hours per week, Monday – Friday 9am – 5pm
• Location: Newton Abbot. There is free onsite parking. The office dress code is smart casual.
• Our selection process is as follows: Application – Competency Based Interview – Task
• You must be able to legally live and work in the UK without sponsorship
• The postholder may be required to travel to external meetings on occasion by the most effective means available

Benefits

We know there\\\’s more to life than work – that\\\’s why when you join Agena, you\\\’ll get your pick of our amazing benefits through our Enjoy Benefits platform. That includes discounts on gym memberships, travel bookings, high street vouchers and days out. You can also benefit from Technology benefits, Wellness benefits, Health Care plans and Car Lease benefits and much more.

Incremental holiday increases to recognise long service

2 volunteering days a year

Unlock your potential with our training, learning & development, and apprenticeship options throughout your career

Employee Assistance Programme – 24 / 7 confidential, independent and professional counselling

Cycle-to-work scheme

EV Charging points at office locations

Regular team / company socials

Team events from breakfasts for charity, social drinks in your local office location to book clubs, environmental initiatives, and lunch and learns.

We are proud to be certified Carbon Neutral and hold ISO Accreditations for Quality Management, Environmental Management and Information Security Management.

We are a Mindful Employer and are committed to supporting your mental health at work.

The Agena Group are proud to be part of the Disability Confident scheme. We are committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format, or if you have any questions about the recruitment process, please contact recruitment@agenagroup.com

We welcome all applicants, including those with unspent convictions. If disclosed during recruitment or after a conditional offer, we may conduct a DBS check and, with consent, liaise with a probation officer if relevant. Disclosures are handled sensitively and assessed individually, in line with our policy. A criminal record does not automatically disqualify candidates.

(No agency speculative contact – thank you)