Technical Support Engineer

• Deliver clear, practical technical and system support via phone, email and ticket systems from the office location.
• Manage, log and prioritise customer requests through to resolution within CRM/ticketing platform.
• Lead classroom and virtual (MS Teams) product training sessions.
• Create support collateral including FAQs, datasheets, user manuals and video tutorials.
• Technically evaluate potential new products/systems and provide feedback to commercial teams.
• Assist Sales with technical system calculations and pre-sales technical guidance.

• Ability to work primarily on-site from office location to collaborate with team members, perform hands-on testing and lead classroom sessions.
• Proven IT, electronic, electrical or technical support background with strong computer literacy and an understanding of hardware/software interactions.
• A high capacity, knack for technology and eager attitude to learn new hardware, software and specialized systems quickly.
• You enjoy presenting to groups, running online meetings and standing in front of a camera to host instructional videos.
• A logical, methodical approach to diagnosing and resolving technical problems.
• Excellent verbal and written communication skills to write clear guides and communicate complex ideas simply.

Desirable:

• System Exposure: Any prior exposure to Fire Alarm systems, Aspirating Smoke Detection, Linear Heat Detection, or Emergency Voice Communication systems is a bonus, but not required.
• Basic experience using video/media creation tools or modern business software/CRMs (e.g. Odoo).

• 28 days (inclusive of 8 standard UK bank holidays) for full-time employees working a 5-day week.
• Entitlement increases by 1 day per year after 2 years’ service, up to a maximum of 33 days.
• Funded industry-recognised qualifications (e.g. FIA Fundamentals in FD&A / BS5839-1 standards)
• Workplace pension scheme.
• Professional development & training bonds.
• Occasional lunch provided by the company.
• Discretionary annual bonus (at the discretion of management and strictly dependent on the company’s overall profitability).