Full job description Technical Support & Small Works Engineer Security
If you are interested in applying for this job, please make sure you meet the following requirements as listed below.
Location: Aylesbury
Purpose of the Role (Overview):
The Technical Support & Small Works Engineer will be responsible for responding to customers service desk tickets and requests for support/rectification. Much of this role will be carried remote from the customers site. This engineer will also be responsible for carrying out adhoc callouts for diagnostic and small/repair works. The role will also include supporting our field engineering team and to share the wealth of knowledge that they will bring.
Key Responsibilities :
Receive and respond to inbound customer support tickets. Resolve as many of the above/diagnose issues and repairs required remotely via software available. Attend emergency call outs during working hours. Take out of hours emergency queries as part of our rostered on-call team. Assist our field engineering teams with in-depth technical queries. Technically mentor and instruct engineers. To assist the sales teams with system design. Identify where upselling a more modern solution will be the most appropriate way to ensure our customers have a resilient solution in place. Ensure that the customer requirements are appropriately managed. Support and where appropriate lead engineering meetings with the customer and key stakeholders, including preparation of documentation. Quickly identify potential problems / issues and work to resolve these, escalating as appropriate.
Outline of Competencies :
Be technically adept and knowledgeable across a wide range of security products. Have an extensive knowledge of IP Networking. Have a logical approach to troubleshooting & able to employ best repair methods. Good organisational skills
Qualifications and Experience required :
Able to technically mentor and instruct engineers. Extensive knowledge and capability in the installation and fault finding of Security and Fire Systems. A proven track record in leading technical activity. Extensive technical experience. Working knowledge/experience with Fire would be beneficial, but not essential.
Key Measures : Efficient rectification/resolution of customer support requests within allocated timeframes/SLAs.
Job Types: Full-time, Permanent
Pay: £30,000.00-£45,000.00 per year
Benefits:
Company pension
On-site parking
Experience:
IP Networking: 3 years (required)
Security and Fire : 5 years (required)
Work Location: In person
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