> Markdown version of [/jobs/ext/724886-2nd-line-technical-support](https://www.wearedevelopers.com/jobs/ext/724886-2nd-line-technical-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line Technical Support - **Company:** iFacility - **Location:** Shepton Mallet, UK (Remote available) - **Salary:** £26,000.0 - £28,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, IP Addressing, OSI Models, Wide Area Networks, Reliability Availability Maintainability and Safety Software - **Published:** June 29, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=140357484aeb9566 ## About the Role 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 ## Description * 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 ## Related Videos - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [The Sound of Privacy – What Your Spotify Data Reveals About You](https://www.wearedevelopers.com/videos/100346-the-sound-of-privacy-what-your-spotify-data-reveals-about-you) - [What Makes Open Source Work: Licensing and Beyond](https://www.wearedevelopers.com/videos/1416-what-makes-open-source-work-licensing-and-beyond) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! 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