Alarm Systems Technical Advisor

Pin Point Recruitment; Killingworth Village; On-site; GBP 28,000 - 38,000; Full time

Job summary

GATEX is seeking a Technical Product Advisor to join its engineering and manufacturing team in the UK. The role focuses on practical technical knowledge, helping customers understand product operation, and solving problems with a calm, clear communication style.

Experience in electronics or related technical roles is valued, with training provided. The position emphasizes hardware engineering products rather than IT software support, and involves collaboration with engineering, quality, and

Qualifications

• You will provide product guidance and technical help to customers, developing the knowledge and confidence to answer queries and explain technical information clearly.

Responsibilities

• Provide first-line and technical support to alarm installers via phone, email, and ticketing system.
• Diagnose and troubleshoot faults related to alarm systems, communications, sensors, panels, and accessories.
• Support alarm installers with configuration guidance, installation best practices, and commissioning checks.
• Interpret technical documentation (user manuals, installation guides, wiring diagrams, firmware notes).
• Escalate complex issues to engineering/product teams with clear evidence, logs, and reproduction steps.
• Maintain accurate case notes, update troubleshooting steps, and document resolutions.
• Monitor incoming support requests and prioritise based on urgency and impact to live installations.
• Assist with remote diagnostics and verification where applicable.
• Support continuous improvement by contributing to knowledge base articles and training materials.

Skills

Technical knowledge

Customer support

Troubleshooting

Alarm systems

Job description

GATEX is seeking a Technical Product Advisor to join its engineering and manufacturing team in the UK. The role focuses on practical technical knowledge, helping customers understand product operation, and solving problems with a calm, clear communication style.

Experience in electronics or related technical roles is valued, with training provided. The position emphasizes hardware engineering products rather than IT software support, and involves collaboration with engineering, quality, and