Lead Technical Support Engineer - Work From Home / Midshift

We are seeking a Lead Technical Support Engineer to provide advanced remote support for enterprise security systems, networking, databases, and IT infrastructure. The role involves troubleshooting complex technical issues, supporting UK clients and field engineers, managing escalations, and ensuring timely resolution across access control, CCTV, VMS, and related platforms. You will also contribute to process improvement, technical documentation, and the ongoing growth of the remote support function within a collaborative UK-focused environment.

• Provide advanced remote technical support for enterprise security systems, including access control, CCTV, VMS, and intercom platforms.
• Troubleshoot and resolve complex issues involving networking, databases, Windows Server, and IT infrastructure.
• Support UK clients and field engineers with commissioning, configuration, integrations, and fault diagnostics.
• Manage support tickets, escalations, root cause analysis, and technical documentation in line with service standards.
• Diagnose network and system issues using tools such as Wireshark, SQL Server, RDP, and remote access platforms.
• Apply cybersecurity best practices, including MFA, patching, secure configurations, and access management.
• Contribute to process improvements, knowledge sharing, and the development of remote support procedures and documentation.

• Bachelor’s degree in IT, Computer Science, Engineering, Cyber Security, or a related technical field is preferred.
• Minimum 3+ years of experience in technical support, service desk, ICT, or enterprise security systems support roles.
• Strong knowledge of access control, CCTV, VMS, intercom, IP-based security systems, and enterprise platforms such as Gallagher, Genetec, Lenel/S2, and Milestone.
• Solid understanding of networking, Windows Server, Active Directory, SQL Server, remote access tools, and IT infrastructure support.
• Familiarity with cybersecurity best practices, ITIL principles, ticketing systems, and remote support environments.
• Experience with scripting or automation tools such as PowerShell or Python, along with relevant technical certifications, is advantageous.
• Excellent communication, troubleshooting, documentation, and problem-solving skills, with the ability to work effectively in a UK-led remote support environment.

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity: 

• Work from home 
• Monday to Friday 9AM to 6PM GMT / BST (adjustments will be made for daylight saving time)
• HMO with 2 free dependents and medical reimbursements
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success 

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities. 

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.  

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee. 

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team. 

🔗 Learn more about us through our official pages: 

Website: https://twoconnect.com.au/ 

Careers: https://apply.workable.com/twoconnect-careers/  

LinkedIn: https://linkedin.com/company/twoconnectau  

Facebook: https://www.facebook.com/2woconnect/  

Instagram: https://www.instagram.com/twoconnect_/