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- Tasks: Provide top-notch technical support for security systems and assist customers remotely.
- Company: Join a fast-growing security company protecting major brands across the UK.
- Benefits: Enjoy competitive salary, generous leave, career development, and wellness programmes.
- Why this job: Make a real difference in security while developing your tech skills.
- Qualifications: Experience in 2nd line support and a passion for customer service.
- Other info: Dynamic team environment with opportunities for personal growth.
The predicted salary is between 24000 - 32000 £ per year.
We have an exciting Technical Specialist/2nd Line Support/ Remote Commissioning role coming up in our Operations team and we want to hear from YOU. If you’re an experienced 2nd line technical role and looking to build on your career, keep reading to find out what we’re looking for and how you could fit into our team here at iFacility.
Who are we? We manage security for some of the world’s biggest brands and this role will be supporting our Leisure and Enterprise operations which includes 'The Gym Group' and many other organisations. Our tech keeps people and property safe up and down the country, doing things like helping businesses tackle the scourge of shoplifting and making sure food production lines are getting it right. We’re growing fast, so if you’re self-motivated and care about providing the highest level of customer service, this is an exciting time to come on board.
What you’d be doing in this role:
- Working with our key customers to provide technical support for installations, support and maintenance and commissioning of iFacility security systems.
- Working with a combination of iFacility and customer software programmes to handle technical issues for CCTV recording and monitoring, intruder alarm technology, access control, software and network.
- Working with remote engineers to ensure all areas of CCTV, Intruder Alarm, access control are configured to the highest standards and meet SLA of the customers.
- Documenting all new installs on our customer management systems to aid in future and ongoing support and maintenance of the systems.
- Ensuring the ARC (Control Room) can monitor the installed systems correctly and assisting to provide full information for this.
- Supporting customers with remote reactive and preventative maintenance of their systems.
- Handling calls, emails and support cases for customers and keeping them updated on progress of issues and queries.
- Supporting the customer through remote working to resolve open cases or setting cases up for engineers to attend.
- Planning and organising tools and hardware for engineer visits to enable an efficient resolution for physical faults on site.
- Supporting engineers while on site to lead to successful resolutions of faults and commission iFacility installations.
- Recording information on iFacility platforms to maintain and support the accuracy of case management information, reporting progress, raising PO to ensure the correct charges are applied.
- Supporting customer systems support team to resolve 1st line technical issues.
- Participation in in-house e-learning or external training activities as directed by management.
- Providing the highest levels of customer service to internal and external customers.
- Giving feedback to management where required on customer cases, data and handling of customer queries or concerns.
- Raising RAMS/Permits for site visits as and when requested.
- Any other tasks needed to complete the role of 'Remote Commissioner and Technical Support Specialist 2nd Line Technical Support.'
For this role, you’ll need to…
- Demonstrate capability to work well in a 2nd Line Technical role.
- Demonstrate proven excellence in customer service.
- Be willing and able to make contributions to the development of colleagues and/or the systems, processes and procedures that they utilise.
- Build trust with existing and new customers to provide the best customer service experience.
- Demonstrate knowledge of Technical Networking, IP Addresses, local and wide area networks.
- Demonstrate troubleshooting using the OSI Model.
Advantages:
- Demonstrate capability of supporting Network CCTV Systems.
- Demonstrate proven capability of supporting Intruder alarm systems.
- Demonstrate proven capability of supporting Access Control.
Additional skills:
- Ability to use your own initiative and problem solve.
- Able to follow instructions on Company processes and products.
- Adhere to Company policies and procedures.
- Planning, time management and organisational skills.
- Ideally have experience of working with IT, studying for or have IT qualifications.
- Experience of working in a fast-paced environment.
- IT Literate, use of Microsoft packages.
What you’ll be like as a person:
- Self-motivated, demonstrate use of initiative and willingness to learn.
- Positive, professional and can-do attitude.
- Take responsibility for your own personal growth and development.
- Work as part of a team and able to build honest and open working relationships.
- Honest, reliable, trustworthy, friendly, approachable.
- Flexible and adaptable to meet the customer’s needs.
The benefits you’ll enjoy:
- A competitive salary.
- Generous annual leave, plus bank holidays.
- Career development support.
- Great working environment.
- Free parking.
- Employee referral bonus.
- Wellness programmes.
- Free tea, coffee and squash.
- Employee Assistance Programme.
A few things to note:
We’re an Equal Opportunities Employer and abide by the Equalities Act 2010. As a security company, it’s really important that we carry out background checks before you come and work with us. If your job application is successful, we’ll carry out a basic DBS, 5-year employment reference history, credit search, social media check, ID Verification, Right to Work check and 5-year address verification.
To learn more about us and what we do, visit our website. If this sounds like it could be the role for you, please send your CV – we’re looking forward to hearing from you.
Technical Specialist in Shepton Mallet employer: iFacility
Contact Detail:
iFacility Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Specialist in Shepton Mallet
✨Tip Number 1
Get to know the company before your interview! Research iFacility, their values, and the tech they use. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your technical skills! Brush up on your knowledge of CCTV systems, intruder alarms, and access control. Being able to speak confidently about these topics will impress the interviewers and show you're ready for the role.
✨Tip Number 3
Show off your customer service skills! Be prepared to share examples of how you've gone above and beyond for customers in the past. This is key for a role that focuses on providing top-notch support.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Technical Specialist in Shepton Mallet
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Technical Specialist role. Highlight your 2nd line support experience and any relevant technical knowledge, especially around CCTV, intruder alarms, and access control.
Show Off Your Customer Service Skills: Since providing top-notch customer service is key for us, include examples of how you've gone above and beyond for customers in previous roles. This will show that you understand the importance of client satisfaction.
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points where possible to make it easy for us to see your qualifications and experiences at a glance. We love clarity!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to learn more about us while you’re there!
How to prepare for a job interview at iFacility
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around CCTV systems, intruder alarms, and access control. Be ready to discuss how you've tackled technical issues in the past and demonstrate your understanding of networking concepts like IP addresses and the OSI model.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch customer service, prepare examples of how you've gone above and beyond for customers in previous roles. Think about specific situations where you resolved issues or improved customer satisfaction.
✨Be Ready for Problem-Solving Scenarios
Expect to face some hypothetical troubleshooting scenarios during the interview. Practice explaining your thought process clearly and logically, as this will showcase your ability to think on your feet and solve problems effectively.
✨Demonstrate Team Spirit
This role involves working closely with engineers and customers, so be prepared to discuss how you collaborate with others. Share examples of how you've contributed to team success and built trust with colleagues and clients alike.