Security Systems Technical Support Engineer

This is an excellent opportunity for someone with a strong understanding of electronic security systems, CCTV technology and networking to play a key role in diagnosing technical issues, supporting customers and keeping security systems operating effectively.

Working in a 100% office-based environment, you’ll use your technical knowledge, analytical thinking and troubleshooting skills to resolve issues remotely, minimise unnecessary engineer call-outs and deliver outstanding customer support.

The Role

You’ll provide technical support across a range of security systems, working closely with customer service, scheduling teams and field engineers to investigate faults, identify root causes and deliver effective solutions., * Provide technical support across intruder alarms, CCTV, signalling devices and networked security systems.

• Use remote diagnostic tools to investigate faults and resolve issues before dispatching field engineers wherever possible.
• Trace alarm activation pathways from sensors and control panels through signalling devices to Alarm Receiving Centres (ARCs).
• Diagnose faults across IP, analogue, hybrid and video management system (VMS) CCTV platforms.
• Troubleshoot signalling devices, communication protocols, polling cycles and failover systems.
• Apply networking knowledge, including IP addressing, subnetting, routing, VLANs and switching, to resolve connectivity issues.
• Identify root causes through structured investigation, critical thinking and creative problem-solving.
• Prioritise support requests in line with contractual Service Level Agreements (SLAs).
• Support the scheduling team in optimising engineer deployment and reducing unnecessary site visits.
• Maintain clear, professional communication with customers and internal teams, ensuring accurate updates and excellent service delivery.

We’re keen to hear from candidates with strong technical troubleshooting skills and a genuine interest in electronic security systems., * Strong understanding of intruder alarm systems, including control panels, device activation, signalling pathways and ARC delivery.

• Knowledge of CCTV technologies, including IP and analogue systems, fixed and PTZ cameras, multi-sensor and thermal cameras.
• Experience or working knowledge of NVR, DVR, hybrid recording systems and networked VMS platforms.
• Understanding of signalling devices, communication protocols, transmission paths and system resilience.
• Solid networking fundamentals, including IP addressing, subnetting, routing and fault diagnosis.
• Exposure to IP-based security products and remote diagnostic tools.
• Excellent telephone communication and customer service skills.
• Strong organisational skills, with the ability to prioritise workloads and perform under pressure.
• A methodical approach to troubleshooting, with the ability to think creatively and look beyond the obvious.

Desirable Experience

• Experience using UDL software for Pacom, Galaxy or other intruder alarm panels.
• Familiarity with Cash4Windows.
• Experience supporting enterprise-wide CCTV platforms.
• Experience with remote programming of large-scale access control systems.

Important Screening Requirements

Due to the nature of the role, applicants must:

• Have a five-year checkable history.
• Successfully pass the required PSNI check.
• Meet the relevant security screening requirements under BS 5979 and BS 7858, as applicable to the role., If you have the technical expertise to diagnose complex security system issues, enjoy solving problems and thrive in a customer-focused environment, we’d love to hear from you.

• Virtual GP access for you and your household.
• Salary Finance options, including earned-wage access.
• Flexible lifestyle benefits.
• High street and retail discounts.
• Cycle-to-work scheme.
• Life cover of up to four times your salary.
• Enhanced pension contributions.
• Save-As-You-Earn scheme.
• Employee share plan.
• Employee recognition awards, including monthly cash awards and the opportunity to win an annual prize of up to £10,000.
• Extensive training and development opportunities.
• Flexible working requests considered from day one of employment.