Technical Hotline Engineer

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Position: Technical Hotline Engineer(Outsourced Contract)

Industry: Security and Surveillance

Employment Type: Full-Time

Job Location: Office based

Dahua Technology is a world-leading video surveillance solution provider. We believe in investing and building strong R&D capabilities for new technology and innovation. Our company invests almost 10% of its sales revenue every year. We have more than 3000 professionals in our worldwide R&D team, dedicated to providing cutting-edge products with high quality and performance.

Our company’s product portfolio includes Advanced video surveillance equipment and software, access control hardware and software, intrusion hardware, and an intelligent building management system.

Dahua’s products are widely used in many fields, such as banking, public security, energy infrastructure, telecommunication, intelligent building, and intelligent transportation. Many significant projects have been installed using Dahua’s solutions including Lulu Mall in Oman, luxury hotels in Italy, Peruvian LAN Airline, APEC in China and Safe City in Brazil as well as many others.

Dahua has established sales, marketing, and service networks globally. Our company has offices in mainland China, greater Asia, America, Europe, Oceania, Africa and others. Our global footprint allows us to respond to the market with the best service and products possible.

Job Overview:

We are seeking a highly skilled, team-oriented Technical Hotline Engineer with exceptional interpersonal and communication skills to join our growing team. In this vital role, you will work collaboratively with colleagues to troubleshoot technical issues, provide prompt customer feedback, support the roll-out of new applications, and contribute to the ongoing improvement of our services.

Your daily responsibilities will involve direct interaction with customers to address their concerns, as well as creating and maintaining clear, concise written documentation. As a successful candidate, you will demonstrate a strong ability to manage and prioritize tasks using ticketing systems, ensuring timely resolution of customer inquiries and efficient handling of technical issues.

Your expertise in working with diverse teams, combined with your outstanding written and verbal communication skills, will play a crucial role in delivering exceptional support and fostering a positive customer experience. This position offers a unique opportunity to work alongside dedicated professionals, further develop your technical skills, and contribute to the continued success of our company.

Key Responsibilities:

Technical troubleshooting:

• Identify hardware and software solutions (CCTV, Access control, Video intercom, Alarms, Video management software, Pro AV, etc)
• Software: Troubleshoot technical issues (CCTV, Access control, Video intercom, Alarms, Video management software, Pro AV, etc)
• Hardware: Diagnose the issue and escalate for repair (CCTV, Access control, Video intercom, Alarms, Pro AV, etc)
• Resolve network issues
• Remotely configure CCTV systems

Customer service and communication:

• Information gathering: Communicate effectively with customers to identify the issue and system connection.
• Providing Troubleshooting: Communicate effectively with customers to identify the root of their problem.
• Providing Solution:
• Guide customers through a series of actions to resolve an issue.
• Provide support by guiding customers to follow documentation
• Assist senior engineers for further troubleshooting and repairing.
• Follow up: Check with clients to ensure problems are resolved, provide timely and accurate customer response for further requests.
• Manage multiple cases simultaneously and follow SLAs.

Internal work:

• Test and evaluate new technologies
• Draft, Create, and Revise customer-oriented technical documents
• Host/attend internal trainings, meetings, etc

Qualifications and Experience:

• Prior experience in CCTV, access control, intercoms, IT, or network industry including tech support with PC, related project installation/commission or a similar role (3 years preferred)
• Experience with Windows PC including remote desktop applications, help desk software, Office software (Word, Excel, PowerPoint), and IP network configuration.
• Attention to detail and strong problem-solving skills
• Excellent interpersonal skills

Note: This position is an outsourced contract role, meaning you will be employed by an umbrella company while working onsite at Dahua Technology UK Ltd. Your contract, payroll, and benefits will be managed by the umbrella company.