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- Tasks: Provide technical support for alarm and CCTV systems, liaising with customers and coordinating engineer visits.
- Company: Join a leading provider of innovative security solutions focused on customer satisfaction.
- Benefits: Enjoy hybrid working, competitive salary, personal accident insurance, and training opportunities.
- Why this job: Be part of a dynamic team improving customer experience and implementing cutting-edge technologies.
- Qualifications: Knowledge of security systems and strong communication skills are essential.
- Other info: Participate in social events and charity initiatives while enjoying employee recognition rewards.
The predicted salary is between 36000 - 60000 £ per year.
Do you enjoy resolving Alarm and CCTV technical issues and constantly seek ways to improve services and processes? Are you customer-oriented and driven to deliver an exceptional customer experience? If so, there is an exciting opportunity available!
A leading provider of cutting-edge security solutions, specialising in alarm and CCTV systems, is currently seeking a skilled and dedicated Fire & Security Technical Support Lead to join their team and provide exceptional technical support to their customers. This role offers hybrid working, with three days in the office and two days from home.
Key Responsibilities:- Technical Support: Liaise with customers via telephone and email to provide advice and guidance on burglar alarms, fire alarms, CCTV, access control, and door entry systems.
- Coordination: Work with Service, Maintenance, and Installations departments to organise engineer visits when required.
- Product Validation: Collaborate with the Product Validation Manager on new and upgraded products/services implementation, providing testing resources as needed.
- Engineer Support: Offer technical support and guidance to all company engineers.
- Continuous Improvement: Work with the Technology team to implement innovative technologies and processes to reduce call volume and time on calls.
- Customer Service Collaboration: Produce self-serve content for the website to assist customers.
- Reporting: Report trends or issues related to equipment, engineers, suppliers, or other concerns to the manager and escalate to the Head of Product.
- Documentation: Review and update the department's working and quality manual as necessary.
- Product knowledge of Pyronix, HikVision, Comelit, Paxton, BPT, EMS, HyFire, and general knowledge of alarms, CCTV, fire, access control, and entry systems.
- Good organisational and time management skills.
- Strong administrative and IT skills, with the ability to work with multiple systems simultaneously.
- Excellent communication skills, able to interact with all levels from senior management to operational staff and engineers.
- Proactive approach to working with the product team and external suppliers to find root causes of issues.
- Ability to support other departments or individuals with technical product queries.
- Competitive salary up to £50K PA (depending on experience).
- Hybrid working – three days in the office and two days from home.
- Employee assistance programme (EAP) providing 24/7 confidential advice for personal and professional problems.
- Personal Accident Insurance Scheme covering accidents at work and outside of work.
- Subsidised private medical cover after 12 months of service.
- Auto-enrolment into their pension scheme.
- Annual season ticket loan and interest-free loan.
- Cycle to work and Tech scheme.
- Training and development opportunities, including day releases for studies.
- Up to 50% off company products.
- Social events and employee recognition rewards.
- Participation in charity events throughout the year.
If you share their values and have the drive and enthusiasm to help fulfil their vision of significant growth, they would love to hear from you. Please click APPLY now to register your interest.
Technical Support Engineer employer: Concept
Contact Detail:
Concept Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Familiarise yourself with the specific products mentioned in the job description, such as Pyronix and HikVision. Having a solid understanding of these systems will not only boost your confidence but also demonstrate your commitment to the role during interviews.
✨Tip Number 2
Practice your communication skills by engaging in mock conversations about technical issues. This will help you articulate your thoughts clearly and effectively, which is crucial when liaising with customers and engineers.
✨Tip Number 3
Showcase your proactive approach by preparing examples of how you've previously identified and resolved technical issues. This will highlight your problem-solving skills and your ability to work collaboratively with teams.
✨Tip Number 4
Research the company’s values and recent projects. Being knowledgeable about their mission and current initiatives will allow you to tailor your responses and show that you're genuinely interested in contributing to their growth.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description. Understand the key responsibilities and required skills for the Technical Support Engineer position, especially regarding alarm and CCTV systems.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job requirements. Emphasise your technical knowledge of products like Pyronix and HikVision, as well as your customer service experience.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and technical support. Mention specific examples of how you've resolved technical issues in the past and your proactive approach to problem-solving.
Highlight Continuous Improvement: In your application, discuss any experiences where you contributed to process improvements or innovative solutions. This aligns with the company's focus on continuous improvement and collaboration with the technology team.
How to prepare for a job interview at Concept
✨Showcase Your Technical Knowledge
Make sure to brush up on your knowledge of alarm and CCTV systems, especially the brands mentioned in the job description like Pyronix and HikVision. Be prepared to discuss specific technical issues you've resolved in the past and how you approached them.
✨Demonstrate Customer-Centric Attitude
Since the role is heavily focused on customer support, think of examples where you've gone above and beyond for a customer. Highlight your ability to communicate effectively and your commitment to delivering an exceptional customer experience.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenarios where you might need to coordinate with different departments or handle a difficult customer situation. Practising these responses can help you feel more confident during the interview.
✨Emphasise Continuous Improvement Mindset
The company values innovation and improvement, so be ready to discuss any ideas you have for enhancing processes or reducing call volumes. Showing that you're proactive about finding solutions will resonate well with the interviewers.
