1st Line Technical Support Desk - CCTV / ANPR Installations

Agena Group; Highweek; On-site; GBP 40,000 - 60,000; Full time

Job summary

A technology service company in the United Kingdom is seeking a Technical Support Specialist. This role involves troubleshooting technical issues with CCTV systems, providing first-line support, and ensuring customer satisfaction. Applicants should have 1-3 years of technical support experience, excellent communication skills, and a customer-centric approach. The position offers a salary of £25,396.80 per week.

Benefits

Healthcare benefits

Wellness programs

Cycle-to-work scheme

Social events

Qualifications

• 1-3 years of technical support experience, particularly in CCTV or related fields.
• Ability to document support interactions accurately.
• Organized and detail-oriented to manage multiple tasks under time pressure.

Responsibilities

• Act as primary point for technical support inquiries.
• Troubleshoot CCTV cameras and related systems.
• Document all support interactions and resolutions.

Skills

Technical support experience

Troubleshooting skills

Excellent communication

Customer-centric approach

Tools

Zendesk

Jira Service Desk

Confluence

Job description

Act as the primary point for first-line technical support within the Technical Services team, handling telephone and email inquiries from external customers and colleagues.

1. Provide prompt and professional troubleshooting for CCTV cameras, kiosks, payment systems, and related hardware and software, ensuring daily checks and issue resolution within agreed KPIs.
2. Monitor, diagnose, and maintain surveillance infrastructure to ensure optimal performance and uptime, including system patches, firmware updates, and network configuration.
3. Maintain and update internal records, databases, asset-management lists, and job-tracking systems.
4. Document all support interactions, resolutions, and recurring issues in a knowledge-base or ticketing system to drive process improvements.
5. Collaborate effectively with internal teams and escalate complex cases to senior engineers or third-party vendors when required.
6. Embrace and promote a customer-first culture, demonstrating empathy, patience, and clear communication in every interaction.
7. Ensure compliance with ISO standards for Quality Management, Environmental Management, and Information Security Management.
8. Support the company's commitment to inclusivity and diversity, including providing reasonable adjustments for neuro-diverse applicants or those with disabilities.
9. Proven support experience of 1-3 years in CCTV or general technical support, including hardware troubleshooting, networking, and software configuration.
10. Familiarity with surveillance systems, CCTV protocols, kiosk/payment hardware, and remote diagnostic tools.
11. Strong troubleshooting skills, with the ability to isolate root causes and deliver effective resolutions.
12. Excellent communication skills, capable of explaining technical issues to both technical and non-technical users.
13. Highly organized, detail-oriented, and able to manage multiple tickets under time pressure.
14. Customer-centric approach: patient, empathetic, and dedicated to high service quality.
15. Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk), knowledge base tools (e.g., Confluence), and CRM systems is a plus.
16. Willingness to assist with asset and logistics tracking, and contribute to process improvements and team training.

Agena Values

• Ambitious: aiming for world-class service
• Disruptive: changing the industry
• Ethical: acting with integrity
• Insightful: using research to guide decisions
• Collaborative: working better together
• Innovative: encouraging new perspectives

Additional Information

• Salary: £25,396.80 per week
• Hours: Monday - Friday, 9am - 5pm
• Location: Newton Abbot; free onsite parking; smart casual dress code
• Application process: Application, Competency-Based Interview, Task
• Legal requirement: Must be able to live and work in the UK without sponsorship
• Travel: May be required for external meetings
• Benefits include discounts, training, wellness programs, healthcare, cycle-to-work scheme, EV charging points, social events, and more.
• Company is certified Carbon Neutral