Technical Support Engineer

Technical Support Engineer

Location: Manchester

Applause IT are hiring for a Technical Support Engineer for a leading manufacturer in the security market, known for its Door Entry, Access Control, CCTV, Home Automation, Intruder Alarm, and Fire Alarm systems. With over 66 years of experience, their products are sold in over 90 countries worldwide through an extensive technical and sales network. The group turnover is in excess of €160 million, with a workforce of over 850 employees.

Responsibilities:

• Delivering a high standard of system and product support for customers.
• Resolving initial support calls, emails, and chats, and supporting escalations within the Technical Support team.
• Keeping up to date with new hardware & software product releases.
• Assisting with further developments regarding monitored key sites and customers.
• Providing proactive and consistently high levels of customer service.
• Managing open/unresolved/escalated tickets.
• Conducting site visits for consultation, investigation, or rectification of technical system issues.
• Working with field sales at the system specification stage.
• Shadowing Technical Support Specialists and helping upskill the team.
• Maintaining excellent record keeping, including ticketing and reports.
• Providing support via phone, email, and remote connectivity.
• Identifying hardware and software solutions and troubleshooting technical issues on security products.
• Installing and configuring hardware and software, diagnosing faults, and managing multiple cases at any one time.

Skills and Experience:

• Experience with a wide range of security systems (e.g., access control and door entry systems).
• Experience in Technical Customer Support.
• Minimum of 2 years in Electrical/Electronic Engineering.
• Managing conflict resolution.
• Knowledge of Microsoft Windows Operating Systems and hardware control panels.
• Strong problem-solving abilities and interpersonal skills.
• Sound knowledge in the security industry and IT systems.
• GCSE or equivalent in English Language and Maths.
• BTEC level 4 or NVQ or equivalent experience in Electrical/Electronic Engineering.
• Full UK driving license.

Benefits:

• Xmas Shut Down
• Modern working environment
• Training and Development Opportunities
• Yearly Events Calendar including Charity Events and Health & Well-being days
• Life Assurance
• Treat Days/Daily Fresh Fruit
• 24/7 Employee Assistance Programme
• Employee Health and Wellbeing Portal
• Company Social Events
• Bonus Schemes

If you are looking for your next challenge and want to be part of a dynamic team, click Apply Now!