Support Technician

As a Level 1 Support Technician, you’ll be the first point of contact for customers and installation partners, providing technical assistance on hardware and software products while delivering outstanding customer service., * Provide first-line technical support for alarm communicator devices and associated systems.

• Respond to customer enquiries via telephone, email and ticketing systems.
• Diagnose and resolve connectivity, hardware, configuration and signal transmission issues.
• Assist customers and installers with product setup, firmware updates and network integration.
• Escalate complex technical issues to senior support or engineering teams where required.
• Maintain accurate records of support requests and resolutions.
• Contribute to knowledge sharing and continuous improvement within the support team.
• Occasionally travel within the UK to assist with site-based technical issues.
• Participate in the out-of-hours support rota.

We’re looking for a motivated and customer-focused Level 1 Support Technician to join a growing technical support team in Manchester. This is an excellent opportunity for someone at the beginning of their technical support career who wants hands-on experience with security communications technology, networking, and customer support in a fast-paced environment., We’re looking for someone who has:

• 0-2 years’ experience within a technical support, helpdesk or customer support environment.
• A basic understanding of networking, including TCP/IP and UDP.
• Excellent communication and customer service skills.
• Strong problem-solving ability and attention to detail.
• The ability to manage multiple tasks in a busy environment.
• Experience using ticketing or remote support systems (desirable).
• A flexible approach to working hours and UK travel when required.

Desirable Skills

• Experience supporting electronic security or alarm communication systems.
• Knowledge of British and European security industry standards.
• Understanding of networking concepts including firewalls, ports and IP addressing.
• Relevant IT or security-related qualifications or certifications.

• Competitive salary.
• Excellent training and career development opportunities.
• Exposure to innovative security technology.
• Supportive team environment.
• Long-term career progression.
• Modern Manchester office.

If you’re passionate about technology, enjoy solving problems and want to build a rewarding career within technical support, we’d love to hear from you.

Contact Joe Reed for more information.