Technical Support Engineer

Job Title: Technical Support Engineer
Location: Manchester
Salary and Benefits: £25,000 - £30,000, Annual Leave Allowance, Xmas Shut Down, Modern Working Environment, Training and Development Opportunities, Life Assurance, Employee Health and Wellbeing Portal, Company Social Events, Bonus Schemes, and more.

We are hiring for a Technical Support Engineer for a leading manufacturer in the security market with over 66 years of experience. Based in Manchester, this company is known for its extensive product range including Door Entry, Access Control, CCTV, Home Automation, Intruder Alarm, and Fire Alarm systems. The company has a significant global presence, with products sold in over 90 countries and a workforce of over 850 employees.

Responsibilities:

• Deliver high standards of system and product support to customers.
• Resolve initial support calls, emails, and chats.
• Support escalations within the Technical Support team.
• Stay updated with new hardware and software product releases.
• Aid in creating technical support literature.
• Identify and encourage customer training needs.
• Manage open/unresolved/escalated tickets.
• Undertake site visits for technical system issues.
• Work with field sales at the system specification stage.
• Provide proactive customer service and commercial awareness.
• Shadow and help upskill Technical Support Specialists.
• Maintain excellent record-keeping and provide support via phone, email, and remote connectivity.
• Troubleshoot technical issues on security products and diagnose faults.
• Conduct root cause analyses of customer tickets.
• Install and configure hardware and software.
• Follow up with clients to ensure problem resolution.
• Test and evaluate new technologies.

Skills and Experience Required:

• Experience with security systems such as access control and door entry systems.
• Technical Customer Support experience.
• Minimum of 2 years in Electrical/Electronic Engineering.
• Conflict resolution skills.
• Knowledge of Microsoft Windows Operating Systems and hardware control panels.
• Problem-solving abilities and strong interpersonal skills.
• Sound knowledge of the security industry.
• GCSE or equivalent in English Language and Maths.
• BTEC level 4 or NVQ or equivalent experience in Electrical/Electronic Engineering.
• Full UK driving license.

If you are interested in the Technical Support Engineer role, Click Apply Now.