Technical Helpdesk Manager - Fire and Security industry (Office based role)

The primary role is to develop, implement and manage the new technical helpdesk service to improve our overall customer service and provide support to technicians. Duties will also include:

· To monitor and analyse technical support metrics, including trends and common failings. Responsible for identifying areas for improvement, and implement solutions.

· To collaborate with other departments to resolve complex technical issues and ensure seamless customer experience.

· To provide technical support to our customer support team and technical helpdesk.

· To keep up-to-date with new technologies and industry standards.

· To conduct regular training sessions to ensure the team is up-to-date with the latest developments in fire and security systems.

· To ensure compliance with company policies, procedures, and quality standards.

· To manage and monitor cloud-based systems.

· To be accountable and responsible for the success in setting up and overseeing the remote maintenance and monitoring service.

· To support operations with bench testing of new products and equipment.

· To actively participating in technical reviews, audits and management meetings.

Duties can change from time to time subject to client's requirements and change to the marketplace., · To complete a 6-month probationary period and participate in annual appraisals with your line manager to monitor performance and set objectives.

· To undertake any other reasonable duty, at the same level of responsibility, that has been requested by senior staff.

All conditional job offers are subject to satisfactory security screening and National Police Chiefs Council checks (as per NSI requirements).

This job description is neither exhaustive nor exclusive and may be reviewed in the future depending upon operational requirements and staffing levels.

Do you have experience in Technical support?, We are looking for a highly skilled and experienced Fire and Security Industry Technician/Senior Engineer seeking an exciting new challenge. This will be a head office based role providing expert guidance and support to field technicians and customers, ensuring, timely and effective resolutions. You will need a strong background in the fire and security systems industry, and have a passion for delivering exceptional customer service. The role requires an experienced, flexible, and highly motivated individual who is capable of working under their own initiative and as part of a team., Essential Experience, Skills & Competencies Required (Technical & Practical Experience)

The candidate should have 8 years solid fire and security background and should:

· Have proven work experience as a senior multi-skilled technician or similar technical role.

· In-depth knowledge of fire and security systems, installation, configuration and a systematic approach to problem solving.

· Be able to identify and rectify faults across all disciplines.

· Excellent leadership and team management skills.

· Ability to think strategically and implement effective solutions.

· Good understanding of industry regulations and standards.

· Fluent in the English language, both spoken and written, as well as being literate and numerate.

· Excellent customer service skills.

· Have the ability to correspond clearly, concisely, and politely with your work colleagues and customers whether by telephone or written communication.

· Be fully conversant with Microsoft Office, including Word, Excel, PowerPoint and Microsoft Outlook and be able to use them in accordance with the company standards.

· Be confident and efficient in managing own time.

Desirable Experience and knowledge of Industry standards

· Working with the following systems:

o Hikvision

o Paxton, o BS 5839-2025

o Strong knowledge of TCP/IP Networking Communications for CCTV and Access Control, · GCSE English and Maths to at least grade C/4., · To be familiar with the companies' policies, procedures and guidelines which are set out in the Employee Handbook. Particularly, those associated with Health and Safety.

Signing on bonus: £1,000 joining bonus (Subject to qualifying terms).

You will be provided with the following:

· 22 days paid holiday plus all UK statutory Bank Holidays (increases with time served)

· Enrolled into company pension scheme after 3 months (opt out if you choose)

· Company Laptop (business use only)

Fuzion 4 is a trusted provider of integrated security, fire life safety and electrical solutions, working in partnership with clients in the Education, Health, Public Sector, Hospitality, Retail and Domestic markets across the South East. As a well-established, NSI Gold and NICEIC-accredited company, we deliver innovative, high quality installation, maintenance and remote monitoring services that meet the needs of our customers.