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- Tasks: Help customers solve technical issues with innovative access control products via phone and email.
- Company: Join HID, a global leader in secure identity solutions.
- Benefits: Enjoy competitive salary, flexible work options, and career development opportunities.
- Why this job: Make a real impact on global security while enhancing your tech skills.
- Qualifications: Technical background and problem-solving skills are essential.
- Other info: Be part of a vibrant, inclusive culture that values your unique talents.
The predicted salary is between 30000 - 50000 £ per year.
The Technical Support Engineer provides assistance to sales teams, channel partners, and end-users by resolving HID product issues primarily through phone and email. They are expected to acquire and maintain deep technical knowledge of HID PACS readers, cloud services, credential technologies, and OEM controllers.
Their responsibilities include troubleshooting installation and configuration problems, reproducing customer environments, and escalating complex issues to higher-level support or engineering. They promote accurate product use, provide feedback to product teams, and maintain detailed customer records in Salesforce CRM. Additionally, they advise stakeholders on technical matters and test product performance to ensure suitability for customer requirements.
Primary Duties:
- Resolve assigned HID product questions &/or problems by telephone, e-mail, remote sessions, and/or in person.
- Acquire and maintain knowledge of all assigned product offerings and technical support procedures in order to provide accurate solutions to customers.
- Amass level 2 knowledge on the HID PACS Cloud Services (including Mobile Access, Reader Manager); wall readers and credential technologies.
- Understanding of physical access control system architectures.
- Troubleshooting includes wiring, configuration, and escalation of issues to Level 3 Technical Support Engineers and/or engineering as necessary.
- Promote accurate features, benefits, value, and proper use of products when helping customers.
- Maintain accurate records of customer contact information, summary of contact and problem resolution utilizing Salesforce CRM.
- Provide updates, status, and completion information to supervisor, and/or users.
- Test product function, performance and operating characteristics for engineering & marketing.
Education and/or Experience:
- BA/BS degree in a technical subject, and/or 2-5 years of experience within an access control field.
- Must possess a minimum of two years’ experience in technical service and product support.
- Excellent telephone/interpersonal/communication skills.
- Critical thinking and problem solving skills.
- Familiar with client and server operating systems, such as Windows 11, Server 2016 or newer, Linux.
- Proficient in MS Office applications.
- Basic understanding of computer networking and SQL Server.
- Experience with Salesforce CRM is a plus.
Work Requirements:
- Compliance with all relevant HID Global policies and procedures.
- Travel and fieldwork, including international travel may be required.
- Must be legally eligible to work in the country in which you are hired.
What we can offer you:
- Competitive salary and rewards package.
- Competitive benefits and annual leave offering.
- A vibrant, welcoming & inclusive culture.
- Extensive career development opportunities.
HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve.
Technical Support Engineer in Cardiff employer: HID
Contact Detail:
HID Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer in Cardiff
✨Tip Number 1
Get to know the company inside out! Research HID and their products, especially the PACS solutions. This will help you speak confidently about how your skills align with their needs during interviews.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves resolving technical issues, simulate common problems you might face and think through how you'd solve them. This will prepare you for those tricky interview questions.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a job at HID. Personal connections can make a big difference!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the HID team.
We think you need these skills to ace Technical Support Engineer in Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Support Engineer role. Highlight relevant experience and skills that match the job description, especially your technical knowledge of HID products and troubleshooting abilities.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background makes you a great fit. Don’t forget to mention your problem-solving skills and any experience with customer support.
Show Off Your Technical Skills: In your application, be sure to showcase your technical skills, especially those related to physical access control systems and software like Salesforce CRM. We want to see that you can handle the technical challenges of the job!
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s super easy, and you’ll be able to keep track of your application status directly!
How to prepare for a job interview at HID
✨Know Your Stuff
Make sure you have a solid understanding of HID's products, especially the PACS readers and cloud services. Brush up on the technical details and be ready to discuss how these products work and their applications in real-world scenarios.
✨Practice Problem-Solving
Since troubleshooting is a big part of the role, practice common technical issues you might encounter. Think through how you would approach resolving these problems and be prepared to walk the interviewer through your thought process.
✨Familiarise with Salesforce CRM
Get comfortable with Salesforce CRM as it’s crucial for maintaining customer records. If you have experience with it, be ready to share specific examples of how you've used it effectively in past roles.
✨Show Your Communication Skills
As a Technical Support Engineer, you'll need to communicate complex information clearly. During the interview, demonstrate your ability to explain technical concepts in simple terms, as this will be key when dealing with customers and team members.
