Professional Services Engineer

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1. About Custom Custom Intelligent Security’s (Custom’s) mission is to advise and provide our clients with the very best

security integrated solutions. We are a privately-owned business with many years of experience

through the expert team we have built and continue building. We understand the ever-changing

security landscape and the challenges that arise for businesses when faced with making the right

security decisions.

We build partnerships with our clients by helping them identify their security threats, improve loss-

prevention, help them manage their data and leveraging technology that helps them run their

business safely and efficiently.

We work with a wide range of clients including high-profile sites, government, retail and small

businesses. Our clients are our credentials and we feel privileged to work with them and their business

is never taken for granted. We strive to offer the best possible advice and support by staying up to

date with technology and the dynamic world we live in.

At Custom our people are our most important asset as they represent the company, share our core

values and enable us to deliver the excellent service that customers expect from us. We invest back

in our people by providing training and all the necessary tools to thrive personally and professionally.

We bring people closer by encouraging communication and team-work. We carry out regular

company events and meetings where the whole team gets an opportunity to socialise in a relaxed

environment.

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Working For Custom

We believe the way to maintain a competent, happy workforce is to invest in its people.

An excellent team doesn’t evolve overnight. All of our team receive ongoing training throughout

their time at Custom to help them become the very best in their position as well as grow with the

business.

Our philosophy is to go above and beyond to meet our Clients’ requirements and expectations.

We understand that security is a major concern for most organisations, and we strive to make

security solutions effective, straight forward and as stress-free as possible.

Values

The strength of Custom is its Team of individuals who work together to deliver an exceptional Custom

experience to our Clients.

• Each Custom Team Member is essential to our future success.
• We work together to proudly deliver an exceptional Client experience.
• We are committed to providing an environment where everyone is appreciated and respected.
• Training and Professional Development is available to all.
• History of Internal promotions and progression

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2. Job Description

2.1 – Summary

Due to our continued success, our Technical Team at Custom Intelligent Security is currently

recruiting for a Professional Services Engineer to support technical work such as upgrades, system

migrations/enhancements, etc as well as provide remote support to our end users via our Technical

Helpdesk.

The PSE will play a pivotal role in assisting all technical work originating from our existing client base.

This encompasses a diverse array of responsibilities, including but not limited to, overseeing the

execution of technical jobs, ensuring their timely and efficient completion, and maintaining the

highest standards of quality and client satisfaction throughout.

Part of the role will be assisting the Professional Services Manager (PSM) with management and

development of our Technical Helpdesk that currently delivers our SSMA service which encompasses

Software and Firmware upgrades, Windows patching and remote support. Additionally, the PSE will

assist with escalated support requests and provide coverage for the Helpdesk during holidays or

unforeseen absences. This role requires a versatile approach, ensuring the seamless operation of our

technical support services while maintaining high levels of customer satisfaction and efficiency.

The PSE will support the management of active live support contracts, additionally they will attend

sites to assist with the onboarding and takeover of complex integrated systems, ensuring a seamless

transition and optimal performance for our clients.

This is a hands on position and responsibilities underscore the importance of technical proficiency,

project management, and customer-focused service. The PSE ensures that client solutions are

delivered effectively, meet the desired outcomes, and result in high client satisfaction.

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Organogram

2.2 – Professional Services Engineer Key Responsibilities

• Support the PSM with implementation of new processes and procedures for the Professional Services Team.
• Take ownership of technical work and aftercare undertaken by Custom such as, system migrations, software or hardware upgrades and remote support.
• Develop detailed project plans for the deployment of solutions, including timelines, resources, and milestones. This will include identifying potential project risks and implement strategies to mitigate them.
• Liaise with internal teams, clients, and third-party vendors to coordinate project activities and ensure alignment with client expectations.
• Lead the deployment, installation, and configuration of hardware, software, or cloud-based solutions according to project specifications.
• Customise solutions to fit specific client needs, which may involve scripting, software development, or configuring interfaces and integrations.
• Provide ongoing technical guidance and support to help Customs’ clients fully leverage their systems capabilities and liaise with our Commercial Team so potential sales opportunities can be followed up. Some examples of this would be software updates/performance upgrades.
• Act as a point of escalation for complex technical issues that may arise while delivering our services and come up with mitigation strategies that help us avoid these.
• Provide technical support for the commercial and aftercare teams when required which may include tasks such as attending client meetings, system demonstrations, re-designing of systems to suit client requests, FAT testing, etc.

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2.3 – Required Skills

• Can-do attitude.
• Strong organisational and multitasking abilities to meet deadlines and optimising resources efficiently.
• Excellent verbal and written communication skills for clear articulation of ideas and strategies.
• Highly adaptable and flexible in fast-paced environments.
• Good knowledge and understanding of core security products.
• Knowledge of SQL.
• Good understanding of Networks.
• Understanding of SaaS based solutions.
• Windows fault-finding skills.
• Proficiency with MS Office.
• Experience of installation and testing of Structured Cabling Systems.
• Competent at interpreting and understanding proposal documents, schematics and drawings.

2.4 – Desired Skills

• Genetec Certification (Omnicast and Synergis)
• Lenel Certified
• Gallagher Certified
• CCURE 9000 Certified
• MCSE and/or CCNA certification
• MS SQL experience
• JavaScript
• Scripting in languages such as Python, C++ and PowerShell
• Knowledge around SDK’s and API’s
• AXIS Certified

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Benefits

• In-House Technical Pre-Build Facility.
• Company Car.
• 24 Days Holiday.
• Rewards and Healthcare Package.
• Optional Pension Scheme.
• Ongoing Training and Development.
• Flexible Working.