Technical Support Engineer (Hardware & Customer Support) in Wall

Location: Northampton, NN2 6NE — office-based, 5 days per week, with occasional UK customer site visits.

Hours: Full-time, 37.5 hours per week – flexibility on start and finish times within standard office hours.

Salary: £30,000 – £35,000 per annum, depending on experience.

Contract: Permanent.

Driving: Full UK driving licence and access to own vehicle (essential). Business mileage paid.

About the Role: We're hiring a Customer Support Technician to be the first point of technical contact for our customers. It's a hands-on role with three core areas:

• Resolving customer issues remotely (phone, email, ticket).
• Repairing printer hardware in our Northampton workshop.
• Managing returns and replacements with our manufacturer partners.

You’ll also be the in-house point person when something goes wrong with the kit our team uses day-to-day, and you’ll cover occasional UK customer site visits where remote support isn’t enough. Second-line escalation is held by our Technical Account Manager. You’ll have a custom-built ticketing platform, an internal knowledge centre, structured manufacturer training, and clear support around you. The day-to-day is yours to run.

About ID Card Centre: We're a Northampton-based business specialising in identity and access control — card printers, ID software, access systems, and the consumables and support that go with them. We've grown from a 2-person start-up to a multi-million pound business serving customers across the UK and with a strong reputation in our market. We're a 25-person team, with a clear set of values that shape how we hire and how we work: Own It, Do the Right Thing, Next-Level Mindset, Deliver Excellence, and Shape the Future.

What you’ll do:

• Handle first-line customer technical support across our product range — card printers, software, accessories, consumables, and access control products.
• Triage, diagnose, resolve where possible, and escalate cleanly when needed.
• Carry out in-house repairs and maintenance on customer printers, rental fleet equipment, and demonstration stock.
• Manage RMAs, supplier returns, replacements, and warranty claims with manufacturers — keeping things moving and applying commercial judgement when claims are disputed.
• Be the internal point person for day-to-day hardware, software, and telephony issues across the business, working with our outsourced IT and systems partners.
• Carry out occasional UK customer site visits where on-site support is needed.
• Keep systems accurate — tickets, repair records, parts usage, turnaround times — so the function runs cleanly.

Who we’re looking for:

• Experience in a technical support, helpdesk, repair, or service role.
• Strong first-line troubleshooting skills across hardware and software.
• Practical repair and maintenance capability — comfortable working on hardware, not just software.
• Clear, professional written and verbal communication, with the ability to explain technical issues to customers without jargon.
• Methodical and disciplined approach to diagnosis, repair, and record keeping.
• Strong organisational skills — able to manage multiple tickets, repairs, and follow-up actions at the same time without dropping any.
• Commercial awareness when handling warranty claims, supplier returns, and disputed issues.
• A willingness to keep learning — manufacturer training, product knowledge, internal systems.
• A full UK driving licence and access to your own vehicle for occasional site visits (business mileage paid).
• Right to work in the UK.
• Experience with card printers, thermal printers, or access control hardware is a real plus, but not essential — what matters most is technical aptitude, ownership, and how you handle customers.

What we offer:

• £30,000 – £35,000 depending on experience.
• A defined progression framework with a clear path to develop within technical support over time.
• Structured manufacturer training across our key product lines.
• A custom-built ticketing platform and an actively maintained internal knowledge centre — you won’t be working blind.
• Quarterly check-ins and annual reviews tied to clear development goals.
• 31 days’ annual leave inclusive of bank holidays and a day off for your birthday.
• Health cash plan including EAP (Employee Assistance Programme).
• Shopping & Restaurant discount vouchers.
• Company pension scheme.
• Free EV car charging.
• A well-equipped workshop and the time to do the work properly.
• A small, capable team that takes the work seriously.
• A values-led business where autonomy, visibility, and the ability to make real impact are the norm, not the exception.
• Regular team engagement, socials, and office events throughout the year.

ID Card Centre is an equal opportunities employer. We welcome applications from everyone, and we make hiring decisions based on capability, attitude, and fit with our values.