Technical Support Engineer

• We rely on you to be the first point of contact for clients reporting faults and queries.
• Youll handle incoming customer calls and emails, identify whether customers are eligible for support, and log cases in our CRM system.
• Youll provide first-line support, including remote troubleshooting.
• Youll liaise with our second-line support team and escalate faults when needed.
• Youll provide customers with regular updates on fault status and the work being carried out.
• Youll assist with product testing, development, and production, including small production jobs.
• Youll contribute to improving our products.
• Youll report progress on helpdesk issues promptly and escalate them to second-line support or management as required.

Technologies:

• CRM
• Support
• Security
• TCP/IP
• Windows

• We require experience installing security systems; five years is required.
• We require at least one year of experience in a support environment or an engineering role.
• We require written and verbal English skills at GCSE level or equivalent.
• We require working knowledge of Windows and TCP/IP.
• We require experience installing or servicing access control systems.
• Were looking for good communication skills across face-to-face, telephone, written, and email channels, and the ability to communicate with technical and non-technical clients.
• Were looking for someone able to build and maintain good relationships with clients and colleagues, manage and prioritise tasks, learn and adapt quickly, and follow written procedures while identifying possible improvements.
• A basic understanding of electronics is desirable.

This is an in-person, office-based role in Cirencester, Gloucestershire, with working hours of 8:30 to 17:30. Pay is £45,000-£50,000 per year. We offer a company pension and on-site parking.