System Support Specialist M / F

VITAPROTECH; Poole; On-site; GBP 60,000 - 80,000; Full time

Job summary

A security solutions provider based in Poole is seeking a System Support Specialist to manage advanced technical support issues. Candidates should have at least 2 years of experience in technical support, a degree in IT, and strong problem-solving skills. Responsibilities include troubleshooting hardware/software issues and delivering high-quality customer service. This full-time role offers competitive salary, company health plan, and opportunities for career growth. Applicants should send their detailed application and salary expectations.

Benefits

25 days annual leave plus 8 bank holidays

Company health plan

Company laptop

Pension scheme

Career growth opportunities

Qualifications

• Minimum of 2 years of experience in technical support.
• Proficiency in troubleshooting hardware and software.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Manage routine to advanced technical support of products.
• Diagnose, troubleshoot, and resolve customer issues.
• Document cases including problems and solutions.

Skills

Troubleshooting hardware

Customer service

Network support

Problem-solving

Written communication

Education

Associate’s degree in IT or related field

Tools

Power Shell

SQL Server

Job description

Description

Join TDSi and Hirsch UK - Part of the Vitaprotech / Hirsch Group

With offices in Poole, Dorset and Coventry, TDSi and Hirsch UK have a strong heritage in delivering innovative and reliable security solutions both in the UK and around the world. We design and develop integrated security systems that protect people, property, and assets from edge to core, combining access control, perimeter security, perimeter intrusion detection, and video technologies.

As part of the Vitaprotech / Hirsch Group, an international leader in intrusion and perimeter detection, access control, and video & unified security platforms, we are helping to build a safer and more secure world. Since year missing, Vitaprotech / Hirsch has supported its companies through innovation and sustainable growth. Backed by Seven2 and BPI, the Group continues its ambitious international expansion and now employs more than number missing people worldwide.

Find out More : Missions

We are looking for a System Support Specialist to support our growth.

Purpose of Position

The System Support Specialist manages hot issues and acts as the point-of contact for routine to advanced technical support of the Company's product technologies.

Key Responsibilities

• Receive inbound customer technical support calls, update ticketing systems, manage and resolve customer issues.
• Diagnose, troubleshoot and resolve hardware, software, or other network and system related issues.
• Escalate issues to Support Level II as needed.
• Document cases including problem, corrective actions, and solutions.
• Perform data extractions.
• Act as a Trusted Advisor to customers.
• Professionally communicate at any time to all parties involved.

Profile

Qualifications Required

• Associate’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.

Experience Required

• Minimum of 2 years of experience in technical support, systems support, or a related role, preferably within a hardware and software integrated environment.

Technical Skills

• Proficiency in troubleshooting and resolving issues with hardware, software, and networking components, including routers, switches, cabling, servers, and wireless devices.
• Basic knowledge of Access Control Systems, low voltage wiring, physical installations, and input/output systems.
• Knowledge of Power Shell, SQL Server including TSQL is preferable.
• Experience with ticketing systems and case documentation for tracking technical support issues.
• Familiarity with Windows operating systems and basic administration tasks.
• Demonstrated ability to act as a trusted advisor to customers, setting and meeting customer expectations.
• Proven analytical skills with the ability to diagnose and troubleshoot complex technical issues effectively.
• Ability to assess situations, develop action plans, and Escalate issues when needed to resolve customer concerns.
• Ability to pass BPSS check required but SC would be preferable.
• Comfortable with on-call availability as needed for urgent support requests.
• Valid driver’s license for any travel required to customer sites.

Soft Skills

• Strong verbal and written communication skills, with the ability to clearly and professionally convey information to customers and colleagues.
• Customer-focused with a commitment to delivering high-quality service.
• Strong organizational skills and attention to detail, especially in documenting problem resolutions.
• Ability to manage multiple tasks in a fast-paced environment, including high-priority and time-sensitive customer requests.

Place of Work

• Based in Poole.
• Occasional travel required for site visits and meetings, some potentially overnight.

Hours of Work

• 40 hours per week (8.30am to 5.00pm from Monday to Friday – 30 min lunch break).

Salary & Benefits

• Salary: Attractive – based on experience.
• Holidays – 25 days plus 8 Bank holidays.
• Company Events.
• Company Health Plan.
• Company Laptop.
• Company Pension Scheme.
• Extensive product training during an in-depth integration in Poole.
• Career growth within TDSi / Hirsch UK as well as within the Vitaprotech / Hirsch Group.
• Starting date: ASAP.

We are committed to a sustainable approach to Social and Environmental Responsibility, with the aim of improving the quality of life of our employees and enabling them to play an active role in this change.

TDSi / Hirsch UK and the Vitaprotech / Hirsch Group are open to all talents and all differences.

Interested?

Then send us your detailed application and your salary expectations!

You can contact us by e‑mail to:

Célia BEL, International HR Manager

N.B. : TDSi / Hirsch UK does not want to be contacted by Recruitment companies.