Technical Support Engineer

TN United Kingdom; Mansfield; On-site; GBP 35,000 - 45,000; Full time

Job description

Technical Support Engineer
Location: Mansfield + Site Travel 1 day a week
Salary: £35,/£45, + Benefits

Job Summary

The Technical Support Engineer will be responsible for delivering remote diagnostics, troubleshooting, and technical support for security, fire, access control, and security tagging systems. Working primarily from our office, this role requires a proactive, solutions-oriented approach to managing and resolving client issues efficiently, minimising downtime and maximising the operational effectiveness of our clients' systems. While this is predominantly an office-based role, there may be occasional visits to client sites to assist field engineers with highly technical issues.

This role is ideal for an experienced engineer who may wish to transition from the field to an office environment for personal, lifestyle, or health reasons while still applying their technical skills and industry expertise.

Key Responsibilities

1. Triage Support: Serve as the first line of technical support, diagnosing and triaging issues across security, fire safety, access control, and EAS tagging systems.
2. Remote Diagnostics: Utilise software tools and troubleshooting techniques to identify issues and provide remote resolutions where possible.
3. Support developing and building out our "connectivity" strategy ensuring all systems that can be remotely connected are.
4. Technical Guidance: Provide accurate technical support, assisting clients in Real Time with effective, practical solutions and escalating cases where necessary.
5. Field Support: Collaborate with field engineers and conduct occasional site visits to assist with complex, high-level technical issues that require hands-on support.
6. Coordination: Work closely with field engineers and other technical teams to coordinate and track resolutions of client issues.
7. Documentation: Record and document each support case accurately, ensuring details are available for future reference and analysis.
8. Client Communication: Maintain clear, professional, and timely communication with clients regarding their support tickets and expected resolution times.

Key Skills & Qualifications

1. Experience: Demonstrable experience in security, fire safety, access control, and EAS tagging systems.
2. Experience: Must be fully conversant with the programming of security alarm panels.
3. Technical Expertise: Strong technical knowledge and diagnostic skills related to security and safety systems, including an understanding of relevant standards and best practices.
4. Problem-solving: Analytical mindset with a focus on problem-solving and a proactive approach to technical challenges.
5. Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical information to non-technical users.
6. Organisational Skills: Ability to manage multiple support cases simultaneously, with strong attention to detail in documentation.
7. Flexibility: Willingness to occasionally travel to client sites to assist field engineers on high-level technical issues.

Preferred Qualifications

1. Certifications related to security, fire, access control, or EAS systems.
2. Previous experience in a Technical Support or Technical Engineer or Field Engineer role.

Benefits

1. Competitive salary and benefits package
2. Opportunity for ongoing professional development and certification
3. Collaborative team environment and support for career growth

This role offers an excellent opportunity for engineers looking to step away from fieldwork and transition into an office-based environment, providing the chance to leverage their skills while enjoying greater stability and work-life balance. We encourage candidates with field experience and a desire for a more office-centred role to apply and become a key part of our team.

Additional pay

1. Performance bonus

Benefits

1. Casual dress
2. Company events
3. Company pension
4. Cycle to work scheme
5. Free parking
6. On-site parking
7. Sick pay

Schedule

1. Holidays
2. Monday to Friday