Hotline Technical Support Engineer

Hotline Technical Support Engineers within Hikvision UK Limited play a pivotal role in the support of distributors, integrators and installers to ensure difficulties and problems with Hikvision products and solutions are resolved in a timely and appropriate manner. By providing this important support, this also ensures that Hikvision business performance and reputation are healthy to help create sustained business growth.

The following information provides an overview of the skills, qualities, and qualifications needed for this role.

Responsibilities:

Provide support via phone and e-mail to distribution partners and installers in UK & Ireland on Hikvision products efficiently and accurately.

Research and explain possible solutions and/or alternatives; ensuring that clients feel supported and valued and their needs are addressed whilst adhering to all company policies and procedures.

Help and support with testing products; and report the results to your line manager.

Maintain and develop the company’s CRM system by insuring all data relating to customers and support tickets are accurate and up to date.

Attend regular training and meetings to maintain and expand knowledge and performance level.

Understand and strive to meet or exceed Hotline Team targets while providing excellent consistent customer service.

Knowledge and Skills:

• IT network design skills, knowledge and experience
• IT troubleshooting skills, knowledge and experience
• IP CCTV system design skills, knowledge and experience (desirable)
• IP CCTV troubleshooting skills, knowledge and experience (desirable)
• Analogue CCTV system design skills, knowledge and experience – desirable for existing systems and migration) (desirable)
• Analogue CCTV system troubleshooting skills, knowledge and experience – desirable for existing systems and migration) (desirable)
• Door Entry System Design skills, knowledge and experience (desirable)
• Door Entry System troubleshooting skills, knowledge and experience (desirable)

Competences:

• Studying or Completed the CompTIA IT certification or an equivalent qualification
• A good team player who is able to work with other team members to achieve team targets
• Attention to detail
• Good communication skills as well as interpersonal skills to understand customers’ needs and meet their expectations
• Good problem solving skills and resilience
• Positive attitude towards work
• High integrity