Hotline Technical Support Engineer

ZipRecruiter; Bromley; On-site; GBP 25,000 - 38,000; Full time

Job summary

A leading technology company seeks a Hotline Technical Support Engineer to provide critical support for Hikvision products in the UK & Ireland. This role is essential in resolving issues for distributors and installers, ensuring high-quality customer service and technical assistance. Candidates should possess good troubleshooting skills in both network and CCTV systems, and demonstrate a collaborative spirit and attention to detail.

Qualifications

• Experience in IT network design and troubleshooting.
• Knowledge of IP and Analogue CCTV systems desirable.
• Ability to work collaboratively and meet targets.

Responsibilities

• Provide phone and email support to partners and installers.
• Research and explain solutions to clients' issues.
• Maintain and develop CRM system for support data.

Skills

IT network design

IT troubleshooting

IP CCTV system design

Analogue CCTV system design

Door Entry System design

Job description

Job Description

Hotline Technical Support Engineers at Hikvision UK Limited play a pivotal role in supporting distributors, integrators, and installers to ensure timely and effective resolution of issues with Hikvision products and solutions. This support helps maintain Hikvision's business performance and reputation, fostering sustained growth.

Responsibilities:

• Provide support via phone and email to distribution partners and installers in the UK & Ireland on Hikvision products efficiently and accurately.
• Research and explain possible solutions or alternatives, ensuring clients feel supported and valued while adhering to all company policies and procedures.
• Assist with testing products and report results to your line manager.
• Maintain and develop the company’s CRM system, ensuring all customer and support ticket data are accurate and up-to-date.
• Attend regular training and meetings to maintain and expand your knowledge and performance levels.
• Understand and strive to meet or exceed Hotline Team targets while providing excellent and consistent customer service.

Knowledge and Skills:

• IT network design, knowledge, and experience
• IT troubleshooting skills, knowledge, and experience
• IP CCTV system design and troubleshooting skills (desirable)
• Analogue CCTV system design and troubleshooting skills (desirable for existing systems and migration)
• Door Entry System design and troubleshooting skills (desirable)

Competences:

• Team player with the ability to work collaboratively to achieve targets
• Attention to detail
• Strong communication and interpersonal skills to understand and meet customer needs
• Problem-solving skills and resilience
• Positive attitude towards work
• High integrity