Remote Technical Support Specialist (SYST)

The primary purpose of the role is to diagnose faults, provide system support, assist with commissioning activities and help resolve technical issues remotely wherever possible.

The role acts as the first point of contact for technical queries and provides support throughout the lifecycle of fire detection, CCTV, access control and intruder alarm systems.

What You Will Be Doing

Technical Support

• Provide telephone, email and remote-access technical support.
• Diagnose faults and operational issues across electronic fire and security systems.
• Guide engineers through fault-finding procedures.
• Support commissioning and system configuration activities.
• Assist with software upgrades and firmware updates.
• Escalate unresolved issues to manufacturers where required.

Installation & Service Support

• Provide technical assistance to field-based installation and maintenance engineers.
• Assist with programming and setup of systems.
• Support integration between CCTV, access control, intruder and fire platforms.
• Verify compliance with manufacturer specifications.

Customer Support

• Respond to customer technical enquiries.
• Provide assistance with system operation and functionality.
• Maintain regular communications regarding fault resolution.
• Ensure a professional and customer-focused approach at all times.

Documentation & Administration

• Record technical support activities within company systems.
• Create and maintain support documentation and technical notes.
• Assist with handover documentation and as-built information.
• Update technical knowledge databases where appropriate.

Continuous Improvement

• Identify recurring problems and recommend corrective actions.
• Support product evaluations and testing activities.
• Share knowledge and lessons learned across the wider engineering team.

• 3+ years’ experience within the fire and security industry.
• Strong fault-finding and diagnostic skills.
• Technical understanding of fire and security systems.
• Ability to interpret drawings and technical documentation.
• Strong communication skills.
• Competent in Microsoft 365.
• Ability to work independently in a remote environment.

Core Knowledge Areas

The successful candidate should possess experience across some or all of:

Fire Detection Systems

• Addressable fire alarm systems.
• Cause and effect programming.
• Fire alarm networking.
• BS 5839 fundamentals.

Electronic Security Systems

• Access control.
• CCTV.
• Intruder alarms.
• Intercom systems.

Networking & Infrastructure

• TCP/IP networking.
• Routers and switches.
• Remote connectivity.
• Cloud-hosted platforms.
• Mobile app integration., * FIA units or equivalent fire industry qualifications.
• Manufacturer training certifications.
• ECS Card.
• Knowledge of BS 5839.
• Knowledge of BS EN 50131.
• Experience with integrated security platforms.

Personal Attributes

• Highly organised.
• Methodical problem solver.
• Patient and calm under pressure.
• Strong customer focus.
• Collaborative team player.
• Self-motivated and able to work independently.

We will support you in exploring opportunities to develop your career, broaden your experience and progress within the business.

Recognition & Reward

We believe in recognising the hard work, commitment and contributions of our people, celebrating achievements and the positive impact they make.

Supportive Environment

You will be part of a team that values collaboration, knowledge sharing and working together to deliver excellent service.

Making a Difference

You will have the opportunity to use your technical expertise to resolve challenges, support colleagues and contribute to the delivery of reliable fire and security systems.

Pay: £36,000.00-£40,000.00 per year