Technical Support Engineer — Hybrid, Global Impact
Gallagher Group
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Benefits offered by this job
Job summary
Gallagher is seeking a curious and customer-focused Technical Support Engineer based in Hamilton. You will help customers and channel partners get the best from Gallagher Security products, troubleshooting from our contact centre and delivering timely, accurate solutions.
The role involves shift rotations between 7:00am and 11:30pm with occasional Saturdays and on-call allowances. You will grow technically and may advance toward Technical Advisor responsibilities with ongoing training.
Qualifications
- Experience in a helpdesk or technical support environment.
- Foundation in IT, networking, device troubleshooting.
- Familiarity with Access Control Systems is a plus.
- Curious mindset with desire to learn new technologies.
Responsibilities
- Be the first point of contact for technical queries from customers and partners, diagnosing issues.
- Deliver timely resolutions via phone and email and document notes in CRM.
- Provide an exceptional support experience that builds confidence with customers and partners.
- Collaborate with regional and global teams to resolve issues effectively.
- Contribute to our knowledge base to support the team and customers.
- Apply root cause analysis and follow escalation pathways when required.
- Continuously build product knowledge through ongoing learning.
Skills
Job description
Gallagher is seeking a curious and customer-focused Technical Support Engineer based in Hamilton. You will help customers and channel partners get the best from Gallagher Security products, troubleshooting from our contact centre and delivering timely, accurate solutions.
The role involves shift rotations between 7:00am and 11:30pm with occasional Saturdays and on-call allowances. You will grow technically and may advance toward Technical Advisor responsibilities with ongoing training.
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