Technical Support & Small Works Engineer – Security

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 customer’s 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.