2nd Line Technical Support

• Working with our key customers to provide technical support for installations, support and maintenance and commissioning of iFacility security systems
• Working with a combination of iFacility and customer software programmes handle technical issues for CCTV recording and monitoring, intruder alarm technology, access control, software and network.
• Working with remote engineers to make sure all areas of CCTV, Intruder
• Alarm, access control is configured to the highest standards and meeting SLA of the customers
• Making sure all new installs are documented on our customer management systems to aid in future and ongoing support and maintenance of the systems.
• Ensuring the ARC (Control Room) are able to monitor the installed systems correctly and assisting to provide full information for this
• Supporting customers with remote reactive and preventative maintenance of their systems
• Handling calls, emails and support cases for customers and keeping them updated on progress of issues and queries.
• Support the customer through remote working to resolve open cases or setting cases up for engineers to attend
• Planning and organising tools and hardware for engineer visits to enable an efficient resolution for physical faults on site
• Support engineers while on site to lead to successful resolutions of faults and commission iFacility installations
• Recording information on IFacility platforms to maintain and support the accuracy of case management information, reporting progress, raising PO to ensure the correct charges are applied.
• Supporting customer systems support team to resolve 1st line technical issues
• Participation in in-house e-learning or external training activities as directed by management
• Provide the highest levels of customer service to internal and external customers.
• Give feedback to management where required on customer cases, data and handling of customer queries or concerns
• Raise RAMS/Permits for site visits as and when requested
• Any other tasks needed to complete the role of ‘Remote Commissioner and Technical Support

Do you have experience in Time management?, We have an exciting Technical Support/ Remote Commissioning role coming up in our Operations team and we want to hear from YOU! If you have experience in a technical role and you’re looking to build on your career, keep reading to find out what we’re looking for and how you could fit into our team here at iFacility., * Demonstrate capability to work well in a Technical Support

• Demonstrate proven excellence in customer service
• Demonstrate that they are willing and able to make contributions to the development or their colleagues and/or the systems, processes and procedures that they utilise
• Demonstrate ability to build trust with existing and new customers to provide the best customer service experience
• Demonstrate knowledge of Technical Networking, IP Addresses, local and wide area networks
• Demonstrate troubleshooting using the OSI Model
• Advantages: Demonstrate Capability of Supporting Network CCTV Systems
• Advantages: Demonstrate proven capability of Supporting Intruder alarm systems
• Advantages: Demonstrate proven capability of Supporting Access Control
• Ability to use your own initiative and problem solve
• Able to follow instructions on Company processes and products
• Adhere to Company policies and procedures
• Planning, time management and organisational skills
• Ideally have experience of working with IT, studying for or have IT qualifications
• Experience of working in a fast-paced environment
• IT Literate, use of Microsoft packages

What you’ll be like as a person

Self-motivated, demonstrate use of initiative and willingness to learn

• Positive, professional and can-do attitude
• Take responsibility for your own personal growth and development
• Work as part of a team and able to building honest and open working relationships
• Honest, reliable, trustworthy, friendly, approachable,
• Flexible and adaptable to meet the customer’s need

Pulled from the full job description

• Referral programme
• Annual leave
• Employee assistance programme
• Free parking
• Health & wellbeing programme
• On-site parking, * A competitive salary
• Generous annual leave, plus bank holidays
• Career development support
• Great working environment
• Free parking
• Employee referral bonus
• Wellness programmes
• Employee Assistance Programme

A few things to note

We’re an Equal Opportunities Employer and abide by the Equalities Act 2010. As a security company, it’s really important that we carry out background checks before you come and work with us. If your job application is successful, we’ll carry out a basic DBS, 5-year employment reference history, credit search, social media check, ID Verification, Right to Work check and 5-year address verification.

We manage security for some of the world’s biggest brands and this role will be supporting our operations which includes ‘The Gym Group’ and many other organisations. Our tech keeps people and property safe up and down the country, doing things like helping businesses tackle the scourge of shoplifting and making sure food production lines are getting it right. We’re growing fast, so if you’re self-motivated and care about providing the highest level of customer service, this is an exciting time to come on board.