Technical Support Engineer

Another role of technical engineer essentially involves translating and explaining highly complex technical information to our customers and their clients, focusing on revealing how a product or piece of equipment can solve specific problems.

The ideal candidate will act as a key point of contact for clients and provide both pre- and post-sales advice., · Reporting to Senior Technical Support Manager, you will be focused in providing accurate and up to date product information and training to the sales team, call center staff, and customers.

· Responsible for reviewing product data and testing product to ensure that the sales team and the call center staff are kept up to date on new developments regarding new products.

· Responsible for providing the sales team and call center staff with the necessary technical support and documentation to enable them to sell and support product.

· Responsible for compiling customer support data to analyze and identify potential technical issues in beforehand, and report to Technical Manager.

· Act as point of first reference for all product related enquiries and work collaboratively with colleagues in R&D and head office to address any technical issues that may arise in regards to the products and solutions escalated from call center staff or the sales team.

· Responsible to facilitate communications including document production/management to support the sales team, call center staff

· Deliver technical product demonstrations to key end markets and be able to confidently talk through the installation/configuration /connectivity /interoperability aspects of a solution.

· Deliver presentations and webinars defined by vertical markets highlighting the technical solution and service benefit to those individual markets.

Do you have experience in Technical support?, Do you have a Master's degree?, Over 2-3 years of experience in technical support position for IP CCTV and Video Surveillance or other IT/network based products.

• Capability of demonstrating connectivity and interoperability of key CCTV product range and how this fits within a security or integrated systems.

• Strong technical knowledge at both product and project level in the IP CCTV and Video Surveillance applications.

• Understanding of the B2B security market and major distribution channels

-Ability to think and act strategically as well as tactically

• Ability to provide technical provision on IP based CCTV products to sales channels

• Ability to tailor technical assistance to a wide variety of experience levels

• Ability to present technical details to various levels and size of audiences, including webinars

• Ability to learn and understand new products and solutions quickly

• Microsoft OS and Office software experience, computer proficiency and experience with network configuration and testing procedures, Cisco or MS certification preferred.

• Strong organizational skills to document, track and monitor technical problems to provide a timely resolution

• Excellent presentation and communication skills

• Self-motivated person who truly enjoys working in a creative and inspiring environment

• Team player and must be practical and take responsibility for all key performance targets.

Priorities will be given to

· Prior experience in video surveillance industry

Work Conditions

• Remote work : work from home one day per week, with Monday designated as the regular remote working day
• Office Location: Brentford, Middlesex (zone 4)

Benefit

• Holiday entitlement :28 days per year for a full calendar year plus 8 bank holidays

• From 2026, Holiday will increase to 29 days, including one additional day off granted on your birthday.

• Annujal pay review
• Pension scheme
• Performance incentive scheme
• Parking provided

IDIS is an established global security solutions company which designs, develops, manufactures, and markets security surveillance solutions. Since 1997 we have grown to become the world's No.1 DVR manufacturer with an annual turnover of $140 million with more than 1.7 million DVRs installed through our global top tier partners. Our aim is to be the world's leading provider and partner of choice for surveillance solutions that protect people, property and assets through innovation and cost-effective technology coupled with unrivalled performance, quality, and functionality. IDIS consistently drives new technology innovation and manufacturing excellence for the benefit of our customers. We have sustainably grown the business and built strong and trusting relationships with our valued partners and customers. IDIS remains committed to the future of the security industry. IDIS is the specialist in surveillance technology that delivers truly integrated, compatible, and reliable solutions to meet the needs of an increasingly demanding marketplace. Our industry leading position is the result of the company's commitment to excellence in innovation, in product and manufacturing. We are naturally proud of our heritage, the achievements, awards and accolades realized to date, yet we are an organization that continues to drive and transform the industry. IDIS is now set to introduce the next generation of Total AI Solution and Cloud solutions. The IDIS passion is embraced by our employees across the world. We recognize that IDIS's greatest resource is our people. From the factory floor to the boardroom, IDIS employees share the vision to become the premier global security solutions specialist by providing the world's best, most innovative and value-add surveillance offerings as well as the most responsive customer service.