Technical Support Specialist

Brook Street; Leeds; On-site; GBP 30,000 - 33,000; Full time

Benefits offered by this job

Company pension scheme

Private healthcare after 3 years

Holiday entitlement increase after 3 y

Birthday day off

Free on-site parking

Excellent staff break facilities

Performance bonus scheme

Job summary

Brook Street NMR is recruiting on behalf of a UK organisation for a Technical Support Specialist based in Leeds. You will diagnose issues, configure products, and support customers via phone, email and in-person visits, ensuring high satisfaction.

The role requires strong tech knowledge of electronic or security products, problem-solving skills, and a customer-focused approach. On-site work with potential for a performance bonus scheme and related benefits.

Qualifications

• Minimum 3 years in busy customer service or technical support
• Strong knowledge of electronic, security or access control products
• Proven ability diagnosing and resolving technical product issues
• Understanding of installation procedures and technical requirements
• Engineering qualification and/or demonstrable electro-mechanical knowledge
• Experience installing/commissioning fault-finding IP-based access control or CCTV systems
• Excellent written and verbal communication skills
• Strong analytical, troubleshooting and problem-solving abilities
• Experience in customer-facing technical roles (e.g., Technical Support, Field Service, Applications Engineering, Commissioning, Pre/Post Sales Support)
• Outstanding customer service with ability to explain technical concepts to non-technical users

Responsibilities

• Act as the primary contact for technical queries from installers, end users and colleagues.
• Provide remote support for product setup, configuration and commissioning.
• Diagnose and resolve technical issues through fault-finding and troubleshooting.
• Deliver pre- and post-installation technical guidance and advice.
• Assist customers with wiring diagrams, installation requirements and best practices.
• Develop expert knowledge across a wide range of products and solutions.
• Provide outstanding customer service with focus on first-time resolution.
• Build and maintain strong relationships with regular customers.
• Manage the faulty returns process and liaise with manufacturers as required.
• Test and assess suspected faulty equipment.
• Offer on-site technical support including wiring and commissioning activities.

Skills

3+ years experience

Technical support

Electronic/security products

IP-based systems

Communication skills

Troubleshooting

Customer-facing

Education

Engineering qualification / electro-mechanical knowledge

Job description

Technical Support Specialist

Location: Leeds (On-site)
Hours: Monday to Thursday, 8:30am - 5:30pm | Friday, 8:30am - 4:30pm
Salary: 30-33k Exp depending + Performance Bonus Scheme
Job Type: Full-Time/ Permanent
We are recruiting on behalf of a successful UK organisation operating within the specialist hardware, automation, access control and security products sector. Supplying trade professionals and commercial customers across the UK, the business has built a strong reputation for reliability, technical expertise and outstanding customer service.
Due to continued growth, we are seeking an experienced Technical Support Specialist to provide expert technical assistance to customers, installers and colleagues. This is an excellent opportunity for a technically minded individual who enjoys problem-solving, delivering exceptional customer service and working with innovative products.

The Role

As a Technical Support Specialist, you will become a key point of contact for technical enquiries, helping customers and installers diagnose issues, configure products and achieve successful installations. You will provide support via telephone, email and face-to-face interactions while developing strong relationships with customers and ensuring a high level of satisfaction.

Key Responsibilities

• Act as the primary contact for technical queries from installers, end users and internal colleagues.
• Provide remote support for product setup, configuration and commissioning.
• Diagnose and resolve technical issues through effective fault-finding and troubleshooting.
• Deliver pre- and post-installation technical guidance and advice.
• Assist customers with wiring diagrams, installation requirements and best practices.
• Develop expert knowledge across a wide range of products and solutions.
• Provide outstanding customer service with a focus on first-time resolution.
• Build and maintain strong relationships with regular customers.
• Manage the faulty returns process and liaise with manufacturers where required.
• Test and assess suspected faulty equipment.
• Offer on-site technical support when required, including assistance with wiring and commissioning activities.

About You

We are looking for a confident, customer-focused technical professional with strong troubleshooting skills and a passion for helping customers.

Essential Skills & Experience

• Minimum of 3 years' experience in a busy customer service or technical support environment.
• Strong technical knowledge of electronic, security or access control products.
• Proven experience diagnosing and resolving technical product issues.
• Understanding of installation procedures and technical requirements.
• Engineering qualification and/or demonstrable electro-mechanical knowledge gained through practical experience.
• Experience installing, commissioning or fault-finding small to medium-sized IP-based access control or CCTV systems.
• Excellent written and verbal communication skills.
• Strong analytical, troubleshooting and problem-solving abilities.
• Previous experience in a customer-facing technical role such as:
  • Technical Support
  • Field Service Engineering
  • Applications Engineering
  • Commissioning
  • Pre/Post Sales Support
  • Estimating or Proposals
• Outstanding customer service skills with the ability to explain technical concepts to non-technical users.
• Ability to learn and understand new products quickly.
• A positive, proactive and team-oriented approach.

What's in It for You?

• Competitive salary
• Company performance-related bonus scheme
• Company pension scheme
• Private healthcare after 3 years' service
• Increased holiday entitlement after 3 years
• Holiday purchase scheme
• Birthday day off
• Free on-site parking
• Excellent staff break facilities
• Opportunity to join a growing and successful business with long-term career prospects

If you have a strong technical background, enjoy solving problems and take pride in delivering exceptional customer support, we'd love to hear from you.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.