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# 2nd Line Technical Support

- **Company:** iFacility
- **Location:** Shepton Mallet, UK
- **Salary:** £28,000.0
- **Contract:** Permanent contract
- **Skills:** IP Addressing, OSI Models, Wide Area Networks, Reliability Availability Maintainability and Safety Software
- **Published:** August 27, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=ee0e74f520f94a20

## About the Role

* Technical Skills: Strong networking knowledge (LAN/WAN, IP Addressing) and troubleshooting via the OSI Model. (IT qualifications are a strong plus).
 * Experience: Proven background in a fast-paced Technical Support role with a track record of excellent customer service.
 * Bonus Skills: Experience with Network CCTV, Intruder Alarms, or Access Control systems.

## Description

* Remote Support: Provide 1st-line support, maintenance, and remote commissioning for iFacility security systems (CCTV, alarms, access control).
 * Engineer Coordination: Assist field engineers with remote diagnostics, hardware preparation, and site documentation (RAMS/Permits).
 * Ticket Management: Handle customer calls and emails, resolving technical issues within strict SLAs.
 * Administration: Accurately document new installs, update case management platforms, and ensure Control Rooms (ARC) can monitor systems effectively.


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