The Observatory is the largest purpose-built alarm receiving centre and remote monitoring station in Europe.
The Farsight Observatory is the centre of our remote monitoring operation for clients of all shapes and sizes across the UK. Because it’s so integral to the job we do, we invest a lot in ensuring the Observatory is at the cutting edge of industry technology, whilst also making it a functional and pleasant environment for our team.
What is an alarm receiving centre and remote monitoring station?
An alarm receiving centre and remote monitoring station is a building where security operators receive data, signals and alarms from security systems all over the UK.
Security operators at the station can view CCTV footage, issue audio warnings to sites and remotely manage building facilities (for example, opening gates to verified visitors via access control.)
What Farsight can offer you:
* A full-time permanent position (08:45-17:00) within a forward-thinking and expanding company
* Excellent prospects for career advancement within a reputable and progressive firm.
* Fully supported training opportunities for further career development
We are looking for a proactive and technically confident Technical Support Engineer to take ownership of application support, database integrity, and customer technical success across the organisation.
This is not a basic helpdesk role. You will act as a key bridge between IT, data, and customers — ensuring system stability, data accuracy, and a consistently high-quality user experience. The successful candidate will have a strong troubleshooting mindset, working SQL knowledge, and the ability to confidently manage customer relationships while resolving technical issues.
This role offers genuine autonomy and the opportunity to influence system improvements and customer retention.
Key Responsibilities
Technical Support & Systems Ownership (Primary Function)
* Provide 2nd line technical and application support to internal users and external customers.
* Take ownership of escalated issues, managing them through to resolution.
* Identify root causes of recurring problems and implement long-term fixes.
* Support system upgrades, testing, and deployment of new features.
* Maintain and improve internal documentation, knowledge bases, and support processes.
* Monitor system performance and proactively flag risks or vulnerabilities.
Customer Success & Technical Account Support (Secondary Function)
* Act as a technical point of contact for key customer accounts.
* Deliver onboarding sessions, user training, and best‑practice guidance.
* Proactively monitor customer usage and engagement to reduce churn risk.
* Translate customer feedback into actionable improvements for internal teams.
* Support SLA management and ensure high levels of client satisfaction.
* Identify opportunities to enhance customer value through improved system utilisation.
Database Administration & Data Integrity (Desirable, not Essential)
* Maintain and support SQL‑based databases to ensure performance, security, and reliability.
* Write and optimise SQL queries to extract data, produce reports, and resolve data issues.
* Perform routine backups, validation checks, and data integrity audits.
* Investigate data discrepancies and implement corrective measures.
* Support data migration, imports, and system configuration changes.
* Collaborate with development teams on database improvements and schema changes.
Skills & Experience Required
* 3+ years’ experience in IT support, application support, or systems support roles.
* Strong working knowledge of Windows Server, Networking and fault resolution.
* Experience diagnosing and resolving application‑level issues.
* Confident managing customer interactions in a professional setting.
* Experience working with ticketing systems and service management processes.
* Solid understanding of Windows environments and basic networking principles.
* Ability to prioritise workload independently and manage multiple stakeholders.
* Strong analytical and problem‑solving capabilities.
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