Fire & Security Technical Support Engineer

Do you enjoy resolving Alarm and CCTV technical issues and constantly seek ways to improve services and processes? Are you customer-oriented and driven to deliver an exceptional customer experience? If so, we have an exciting opportunity for you!

About the Role:
We are a leading provider of cutting-edge security solutions, specialising in alarm and CCTV systems. We are currently seeking a skilled and dedicated Alarm and CCTV Technical Support Specialist and Continuous Improvement Lead to join our team and provide exceptional technical support to our customers.

Key Responsibilities:

• Technical Support: Liaise with customers via telephone and email to provide advice and guidance on burglar alarms, fire alarms, CCTV, access control, and door entry systems.
• Coordination: Work with Service, Maintenance, and Installations departments to organise engineer visits when required.
• Product Validation: Collaborate with the Product Validation Manager on new and upgraded products/services implementation, providing testing resources as needed.
• Engineer Support: Offer technical support and guidance to all company engineers.
• Continuous Improvement: Work with the Technology team to implement innovative technologies and processes to reduce call volume and time on calls.
• Customer Service Collaboration: Produce self-serve content for the website to assist customers.
• Reporting: Report trends or issues related to equipment, engineers, suppliers, or other concerns to the manager and escalate to the Head of Product.
• Documentation: Review and update the department's working and quality manual as necessary.

What We're Looking For:

• Product knowledge of Pyronix, HikVision, Comelit, Paxton, BPT, EMS, HyFire, and general knowledge of alarms, CCTV, fire, access control, and entry systems.
• Good organisational and time management skills.
• Strong administrative and IT skills, with the ability to work with multiple systems simultaneously.
• Excellent communication skills, able to interact with all levels from senior management to operational staff and engineers.
• Proactive approach to working with the product team and external suppliers to find root causes of issues.
• Ability to support other departments or individuals with technical product queries.

What We Offer:

• Competitive salary up to £50K PA (depending on experience).
• Employee assistance programme (EAP) providing 24/7 confidential advice for personal and professional problems.
• Personal Accident Insurance Scheme covering accidents at work and outside of work.
• Subsidised private medical cover after 12 months of service.
• Auto-enrolment into our pension scheme.
• Annual season ticket loan and interest-free loan.
• Cycle to work and Tech scheme.
• Training and development opportunities, including day releases for studies.
• Company equipment tailored to your role (laptop, mobile, additional screens where applicable).
• Up to 50% off company products.
• Social events and employee recognition rewards.
• Recruitment referral bonus scheme earning up to £500 per successful referral.
• Enhanced sick pay for absence related to COVID-19.
• Participation in charity events throughout the year.

If you share our values and have the drive and enthusiasm to help us fulfil our vision of significant growth, we would love to hear from you. Please click APPLY now to register your interest.