Technical Support Analyst

At BusinessWatch Group, we are committed to delivering world-class customer service and technical excellence. We are seeking an experienced Technical Support Analyst to strengthen our technical support function within the fire and security division. In this role, you will:

1. Deliver responsive and high-quality customer service support.
2. Improve first-time remote diagnostics and fix rates.
3. Provide vital support to our field engineering teams. As a key member of the technical support team, you'll take pride in your work and consistently champion the delivery of a high-quality, customer-focused service., * Handle incoming service fault reports and aim to resolve issues remotely - minimizing unnecessary site visits.

• Diagnose system faults and clearly communicate requirements or parts needed for effective engineer deployment.
• Provide real-time support to our field engineers to resolve technical challenges.
• Pre-configure electronic security and IT equipment for installation projects, working closely with project managers.
• Conduct remote commissioning and system audits on new and existing installations.
• Supply technical input to support sales tenders and security system proposals.
• Assist the service team in identifying correct replacement parts and quoting repairs accurately.
• Provide basic internal IT support across PCs, laptops, and mobile devices.
• Carry out proactive remote servicing of installed security systems to enhance reliability.
• Participate in an on-call rota for occasional out-of-hours remote support.

Access Control, British Standards, Cctv, It Infrastructure, Alarm Systems, Codes, * Experienced multi-discipline field engineer in electronic security systems.

• Strong intruder alarm expertise is essential.
• Industry-recognized qualifications across Intruder, CCTV, Access Control, and Fire Alarm systems.
• Solid understanding of British Standards and Codes of Practice for fire and security systems.
• Confident communicator with excellent customer interaction skills.
• Good working knowledge of IP networks and basic IT infrastructure.
• Able to work independently and as part of a collaborative team.
• Strong appreciation of real-world operational field challenges.
• Experience with Sentinel and Immix monitoring station software is highly desirable.
• Router and firewall knowledge is a plus.