Technical Support Engineer

ROLE PURPOSE: Supporting customers to stay safe and secure by keeping their temporary and fixed alarm systems running smoothly., In this phone-based, security system support role, you will provide technical support to field engineers, customers and the monitoring team.

This is a full-time, office-based position on a day shift (with variable start and finish times)

· Handling commissioning, admin tasks and maintaining accurate records.

· Dedicated day-to-day support for UK customers.

· Commissioning of all monitored technology

· Ownership of UK technical incidents and service requests.

· Local technical leadership and accountability.

· Customer-facing engagement and relationship management.

· Ongoing support for UK operational and project demands.

· Assist field engineers to ensure remote connectivity to alarm systems

· Adhoc duties as and when required by the business

· Assist with integrity checks when required

· Assist with false alarm management when required

· Demonstrated competency across monitored products and services.

· Ability to support new product launches and system enhancements.

· Cross-training and knowledge-sharing with colleagues.

· First-time fix rate for technical support incidents.

· Average time to diagnose and resolve faults.

· Percentage of incidents resolved within Service Level Agreement (SLA) targets.

· Number of recurring faults identified and permanently resolved.

· Accuracy of fault diagnosis and troubleshooting.

· Successful completion of planned system testing and maintenance activities.

Essential/Desirable qualifications and experience and personal attributes

Essential:

· Experience working within an Alarm Receiving Centre, monitoring station, security operations centre, technical support environment, or similar 24/7 operational setting.

· Strong understanding of intruder alarms, CCTV, access control, lone worker devices, alarm signalling systems, and remote monitoring technologies.

· Experience diagnosing and resolving technical faults remotely.

· Knowledge of alarm transmission paths (IP, GSM, dual-path signalling) and monitoring platforms.

· Experience liaising with engineers, customers, installers, and third-party suppliers.

· Competent in Microsoft Office applications and CRM/ticketing systems.

· Ability to work calmly under pressure and prioritise incidents effectively.

· Willingness to participate in an out-of-hours support rota where required

Desirable:

· Technical qualification in Electronics, Telecommunications, IT or Security Systems.

· Ability to interpret technical documentation, system logs and fault reports., * Ability to demonstrate the last 5 years work/education history and be willing to undertake advanced level screening BS7858.

• Must have current CCTV SIA License

Experience:

• Customer Service: 1 year (required)
• Alarm Receiving Centre: 1 year (required)

• Company pension
• Cycle to work scheme
• Free parking
• Life insurance
• On-site parking
• Paid volunteer time
• Referral programme