Technical Support Specialist

Marston Holdings; Greater London; Hybrid; GBP 38,000; Full time

Job summary

A leading technology company in traffic management is seeking a Technical Support Specialist to provide vital support to field engineers and ensure services are delivered efficiently. This position offers a full-time, remote working environment with some travel involved. The ideal candidate will have experience in technical support, excellent communication skills, and a passion for mentoring others. Benefits include a competitive salary, a healthcare plan, and a cycle-to-work scheme.

Benefits

Healthcare cash plan

Competitive annual leave

Cycle to work scheme

Enhanced maternity and paternity package

Qualifications

• Proven experience in technical support or field engineering roles.
• Strong knowledge of site survey processes and compliance.
• Ability to work collaboratively with teams.

Responsibilities

• Provide comprehensive technical support to field engineers.
• Develop and maintain technical documentation.
• Conduct detailed site surveys and prepare reports.

Skills

Technical support

Field engineering

Training and mentoring

Communication skills

Problem-solving skills

Job description

Due to continued growth, we have an exciting opportunity for a Technical Support Specialist to join our team! This is a full‑time, permanent role working remotely with some frequent travel to sites or local offices when required. As a Technical Support Specialist you will play a pivotal role in ensuring the efficiency and effectiveness of our field engineering operations. This position involves a combination of technical support, project management, and strategic collaboration across various departments to enhance our service delivery and product development.

Responsibilities

• Provide comprehensive technical support to field engineers, addressing and resolving technical issues to ensure uninterrupted service delivery and sign‑off on installation quality.
• Develop and maintain technical documentation and training materials to assist field engineers.
• Accompany field engineers on site visits to provide hands‑on training and mentorship, ensuring skill development and knowledge transfer.
• Evaluate training needs and develop customised training programmes to enhance field engineers’ capabilities.
• Conduct and approve detailed site surveys for delivery projects, ensuring compliance with company standards and customer requirements.
• Prepare and present survey reports to stakeholders, outlining findings and recommendations.
• Assist the Field Engineering Manager with the planning and execution of field operations, ensuring alignment with business goals and objectives.
• Assist in the preparation and maintenance of business certifications, ensuring ongoing compliance.
• Partner with system configuration teams and consultants to ensure seamless integration and optimisation of engineering systems.
• Provide input and feedback on system improvements and enhancements.
• Collaborate with Vidalert product owners to contribute to product development, offering insights from field operations to guide product enhancements.
• Provide technical support to the Service Desk, Service Delivery Managers & Clients.

Qualifications

• Proven experience in technical support, field engineering, or a similar role.
• Strong knowledge of site survey processes, compliance requirements, and industry standards.
• Excellent communication and interpersonal skills, with the ability to train and mentor field engineers.
• Ability to work collaboratively with cross‑functional teams and contribute to product development.
• Strong problem‑solving skills and attention to detail.

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change. We are an equal‑opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.

Marston Holdings are continually expanding, and part of our growth is the technology side of the business where we have attained Videalert and Vortex. Together we are the UK's leading supplier of intelligent traffic enforcement and management solutions and leading provider of smart city solutions that deliver the highest productivity at the lowest operational cost. We provide environmental sensors, networks, and data solutions to support decarbonisation efforts globally. We drive real environmental change by leveraging the power of real‑time data with cleantech technologies.

Benefits

• Full Time, Permanent
• Remote with some frequent travel.
• Salary: £38,000 per annum
• Healthcare cash plan
• Staff benefits designed to suit you, from discounts on retail shopping, travel, and socialising to health & wellbeing
• Competitive Annual leave allowance plus bank holidays
• Cycle to work scheme
• Enhanced Maternity and Paternity Package NB this is subject to eligibility