Hotline Technical Support Engineer

JR United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the security technology sector is seeking a Hotline Technical Support Engineer in Hayes, UK. The role involves providing technical support for Hikvision products, assisting clients with troubleshooting, and maintaining customer data. Ideal candidates will have strong IT skills, excellent communication abilities, and a problem-solving mindset.

Qualifications

• Experience in IT network design and troubleshooting.
• Knowledge of IP and analogue CCTV systems is desirable.
• Good communication and interpersonal skills.

Responsibilities

• Provide support via phone and email to distribution partners and installers.
• Assist with testing products and maintain the CRM system.
• Strive to meet Hotline Team targets while providing excellent customer service.

Skills

IT network design

IT troubleshooting

Problem-solving

Communication

Job description

Social network you want to login/join with:

Hotline Technical Support Engineer, Hayes

Client:

Hikvision UK & Ireland

Location:

Hayes, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

Job Views:

1

Posted:

23.05.2025

Expiry Date:

07.07.2025

Job Description:

Hotline Technical Support Engineers within Hikvision UK Limited play a pivotal role in supporting distributors, integrators, and installers to ensure issues with Hikvision products and solutions are resolved promptly and appropriately. 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 and/or alternatives; ensuring clients feel supported and valued, while adhering to company policies.
• Assist with testing products and report results to your line manager.
• Maintain and develop the company’s CRM system by ensuring all customer and support ticket data are accurate and up to date.
• Attend regular training and meetings to maintain and expand knowledge and performance levels.
• Strive to meet or exceed Hotline Team targets while providing excellent 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, including migration (desirable)
• Door Entry System Design and troubleshooting skills (desirable)

Competences:

• Team player capable of working with others to achieve targets
• Good communication and interpersonal skills to understand and meet customer needs
• Problem-solving skills and resilience