IT Support

We’re hiring a 1st and 2nd line support engineer to run technical support from our Nottingham office. You’ll be the person who picks up the issue, diagnoses it remotely, fixes what can be fixed from the desk, and only sends an engineer to site when it’s genuinely needed. UniFi experience is a strong plus. Control4 is desirable, but if you don’t have it, we’ll train you., You’ll handle both first and second line support for our high-end residential clients across networking, AV and smart home control systems.

First line

• First point of contact for support by phone, email and ticket
• Logging, triaging and owning tickets through to resolution
• Resolving everyday issues remotely: connectivity drops, reboots, access and account issues
• Escalating quickly and cleanly when needed

Second line

• Deeper remote diagnostics across networks, AV and control systems
• Working in the UniFi controller: VLANs, switching, access points, Wi-Fi troubleshooting
• Using remote management tools (OvrC and similar) to diagnose systems from the desk
• Remote diagnostics and recovery on Control4 (full training provided)
• Clean handovers to engineers when a site visit is unavoidable

Bench and config

• Staging and pre-configuring network kit, controllers and AV components before they go to site
• Supporting the engineers with rack and panel prep and basic programming

Do you have experience in Technical support?, * Experience in IT support, technical support, service desk or helpdesk (1st and/or 2nd line)

• Solid networking fundamentals: switching, VLANs, Wi-Fi, IP basics
• UniFi / Ubiquiti experience is a strong plus
• Control4, Lutron or AV experience is desirable but not essential (we’ll train you)
• A calm, genuinely helpful manner with clients
• Organised, able to own a busy ticket queue without dropping any

Pulled from the full job description

• Employee discount
• Free parking
• Company pension
• On-site parking, Salary: £26,000 to £34,000 a year, depending on experience Location: The Old Substation, Queens Drive, Nottingham (fully office-based) Hours: Monday to Friday, full-time, * Salary of £26,000 to £34,000 depending on experience
• Industry-leading training as CEDIA members, with a clear pathway into Control4, Lutron and AV certification
• A permanent, employed role (we don’t subcontract our core team) in a growing business
• Genuine progression into senior support, engineering or a service team lead role
• Based at The Substation: five cinema rooms, a Dolby Atmos flagship cinema, golf and race simulators, a rooftop bar
• On-site parking, company pension, staff discounts

We read every application and reply to every serious candidate personally.

Job Types: Full-time, Permanent Pay: £26,000.00 to £34,000.00 per year

Pay: £28,000.00-£34,000.00 per year