About the Job
Technical Support Engineer position focusing on supporting ARCs and installers, handling T1/T2 technical cases, providing customer setup & service administration, connectivity support, and quality assurance & testing for AddSecure’s Smart Alarms.
Key Responsibilities
* Handle T1/T2 technical cases via phone and e‑mail, troubleshooting, resolving, documenting and escalating to T3 as required.
* Support installation companies with commissioning of new equipment.
* Assist ARCs with equipment and subscription administration (alarm grading changes, transfers, reactivations, cessations).
* Onboard new ARC customers and monitor equipment orders through the e‑commerce portal, resolving delivery/billing issues.
* Order and manage new broadband connections via internal ISP and coordinate with BT/Openreach for fibre or copper hardware installations.
* Manage broadband faults and coordinate escalation with BT/Openreach.
* Define test cases/specifications, document outcomes, report defects, track bugs and follow up on fixes.
About You
You are customer‑focused, proactive, calm under pressure, enjoy investigating problems, take ownership, collaborate across teams, communicate clearly with both technical and non‑technical stakeholders, and document your work diligently.
Core Skills & Experience
* Strong service mindset and customer focus.
* Ability to work independently and as part of a team.
* Clear, concise spoken and written English.
* Calm, friendly, professional telephone manner.
* High computer literacy, comfortable in ticket‑based environments.
* Ability to investigate and explain technical issues to various audiences.
* Understanding of how systems connect and interact.
* Basic awareness of handling confidential information securely.
* Basic knowledge of LAN, WAN, and cellular networks.
Education & Experience
1. Essential
o Working knowledge of Microsoft Office.
o Undergraduate degree in a technical, science or engineering field.
2. Preferred
o 4+ years installing/maintaining safety‑critical electronic equipment and/or commercial IoT devices, or 4+ years in a T1/T2 technical support desk role for commercial/business IT systems.
o Experience in B2B technical support.
o Experience with EN 50131/EN 50136 compliant alarm equipment.
o Experience working for an ISP (B2B or B2C).
o Familiarity with Salesforce.
o Intermediate Excel skills.
o Basic understanding of electronics and electrical safety.
o Clean driving licence.
o Willingness to work on an out‑of‑hours rota.
Benefits
* Insurance package.
* Pension scheme.
* 25 days annual leave.
* Parking.
* Health care benefits.
#J-18808-Ljbffr