Technical Support Engineer

SER Limited; Stevenage; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Additional leave

Company events

Company pension

Employee discount

Free parking

On-site parking

Job summary

SER Limited is seeking an experienced Technical Support Engineer for an in-person role in Stevenage, Hertfordshire. You will be the first point of contact for customers, diagnose issues, provide pre-sales advice, and support product demonstrations across phone, email, and face-to-face interactions.

The role emphasizes strong product knowledge of CCTV and alarm systems, excellent communication, and the ability to work across multiple channels at client sites and events.

Qualifications

• Minimum of 5 years' experience in a technical support or customer service role within security systems such as CCTV or alarms.
• Strong problem-solving skills with the ability to assess and evaluate solutions effectively.
• Comfortable working with Windows and Mac operating systems (for support purposes, not system administration).
• A proactive, 'can-do' attitude with a willingness to go above and beyond for customers.
• Experience using remote desktop/support tools.
• Excellent communication and telephone skills, with the ability to remain calm under pressure.
• Good understanding of IP networking (for device connectivity and troubleshooting, not network infrastructure management).

Responsibilities

• Handling customer queries via telephone, email, ticketing systems, and face-to-face interactions specifically related to security products.
• Logging incoming support requests, diagnosing issues, providing solutions, and escalating where necessary.
• Building and maintaining strong technical knowledge of our security product range, including hardware, software, and associated mobile applications.
• Providing pre-sales technical advice and recommending suitable security products and solutions.
• Assisting with customer demonstrations, product setup, and basic installation advice.
• Representing the company at client meetings, exhibitions, and events when required.
• Supporting internal functions such as repairs, training sessions, and product testing.
• Visiting customer sites to demonstrate products and provide technical support where needed.

Skills

Security systems

Customer service

Remote desktop

IP networking

Windows support

Mac support

Communication

Job description

Technical Support Engineer

Location: Stevenage, Hertfordshire - In Person
Job Type: Full-time
Salary: £35,000 - £40,000 per annum

Benefits

• Additional leave

• Company events

• Company pension

• Employee discount

• Free parking

• On-site parking

About the Company
We are a leading provider of innovative security solutions, specialising in CCTV, alarm systems, and integrated security technology. We are looking for a customer-focused and technically minded Support Advisor to join our team. If you have a passion for problem-solving and a background in security systems, this is your opportunity to work with cutting-edge products in a supportive and dynamic environment.

The Role
In this varied role, you will be the first point of contact for customer support, handling queries across phone, email, and face-to-face channels. You will diagnose technical issues, provide pre-sales advice, and assist with product demonstrations. This role combines technical troubleshooting with customer care, offering plenty of variety and the chance to represent the company at events and client sites.

Key Responsibilities (including but not limited to):

• Handling customer queries via telephone, email, ticketing systems, and face-to-face interactions specifically related to security products.

• Logging incoming support requests, diagnosing issues, providing solutions, and escalating where necessary.

• Building and maintaining strong technical knowledge of our security product range, including hardware, software, and associated mobile applications.

• Providing pre-sales technical advice and recommending suitable security products and solutions.

• Assisting with customer demonstrations, product setup, and basic installation advice.

• Representing the company at client meetings, exhibitions, and events when required.

• Supporting internal functions such as repairs, training sessions, and product testing.

• Visiting customer sites to demonstrate products and provide technical support where needed.

Requirements

• Minimum of 5 years' experience in a technical support or customer service role within security systems such as CCTV or alarms.

• Strong problem-solving skills with the ability to assess and evaluate solutions effectively.

• Comfortable working with Windows and Mac operating systems (for support purposes, not system administration).

• A proactive, 'can-do' attitude with a willingness to go above and beyond for customers.

• Experience using remote desktop/support tools.

• Excellent communication and telephone skills, with the ability to remain calm under pressure.

• Good understanding of IP networking (for device connectivity and troubleshooting, not network infrastructure management).

Important Information
This role is based in our Stevenage office in Hertfordshire. All applicants must be eligible to live and work in the UK.

We are an equal opportunities employer and welcome applications from all suitably qualified persons.