Hotline Technical Support Engineer

Hikvision UK & Ireland; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading security solutions provider is seeking Hotline Technical Support Engineers in Greater London. In this role, you will provide vital support to distributors and installers by resolving issues with products over phone and email. You will also maintain the CRM system, ensure data accuracy, and contribute to team targets. Ideal candidates will possess IT network and troubleshooting skills, and demonstrate strong communication and problem-solving abilities. Join a positive team environment where integrity and attention to detail are valued.

Qualifications

• IT network design skills are essential.
• Strong problem solving skills and resilience are required.
• Good communication and interpersonal skills are necessary.

Responsibilities

• Provide technical support via phone and email to partners and installers.
• Research and explain solutions or alternatives to clients.
• Maintain and develop the company's CRM system.

Skills

IT network design skills

IT troubleshooting skills

IP CCTV system design skills

IP CCTV troubleshooting skills

Analogue CCTV system design skills

Analogue CCTV troubleshooting skills

Door Entry System Design skills

Door Entry System troubleshooting skills

Good communication skills

Problem solving skills

Job description

Hotline Technical Support Engineers within Hikvision UK Limited play a pivotal role in the support of distributors, integrators and installers to ensure difficulties and problems with Hikvision products and solutions are resolved in a timely and appropriate manner. By providing this important support, this also ensures that Hikvision business performance and reputation are healthy to help create sustained business growth. Provide support via phone and e-mail to distribution partners and installers in UK & Ireland on Hikvision products efficiently and accurately. Research and explain possible solutions and/or alternatives; ensuring that clients feel supported and valued and their needs are addressed whilst adhering to all company policies and procedures. Help and support with testing products; and report the results to your line manager. Maintain and develop the company's CRM system by insuring all data relating to customers and support tickets are accurate and up to date. Attend regular training and meetings to maintain and expand knowledge and performance level. Understand and strive to meet or exceed Hotline Team targets while providing excellent consistent customer service.

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

• A good team player who is able to work with other team members to achieve team targets
• Attention to detail
• Good communication skills as well as interpersonal skills to understand customers' needs and meet their expectations
• Good problem solving skills and resilience
• Positive attitude towards work
• High integrity