Technical Support Specialist

South East 

Up to £40,000

About the Client:

• Our client is seeking a hardworking and passionate Technical Support Specialist based around the South East area to join their team on a permanent basis.

The Role:

• To keep up to date with new hardware & software product releases.
• Provide proactive and consistently high levels of customer service and to demonstrate high commercial awareness.
• Strong project management skills.
• The ability to be fully accountable to key customer issues and partners.
• Using all means available to resolve any issues or monitored key sites and customers.
• Key involvement with key sites and customers.
• The ability to deliver training to colleagues and the customer/s.
• Work closely with the sales teams.
• Aid in the provision of technical support literature, in all media forms.
• Aid in the management of open/unresolved/escalated tickets.
• Maintain a flexible attitude to working hours.
• Undertake the site visits for the consultation, investigation, or rectification of related technical system issues in UK and overseas.
• Providing proactive and consistently high levels of customer service and to demonstrate commercial awareness.
• Shadow and upskill all of Technical Support and customers.
• Excellent record keeping i.e ticketing and reports.
• Provide support via phone, on site and remote connectivity.
• Providing proactive customer Technical Support.
• Own and be accountable for key sites and customers.
• Identifying hardware and software solutions.
• Troubleshooting technical issues on security products.
• Diagnosing faults.
• Understanding route cause analyses of customer tickets raised.
• Speaking to customers to quickly get to the root of their problem.
• Installing and configuring hardware and software.
• Providing timely and accurate customer feedback.
• Following up with clients to ensure the problem is resolved.
• Managing multiple cases at any one time.
• Testing and evaluating new technologies.

Qualities Required:

• GCSE or equivalent in English Language and Maths.
• Electrical/Electronic Engineering.
• BTEC ONC/HNC or BEng Electronic Engineering or equivalent experience minimum 5 years.
• Hold a full UK driving licence.
• Experience of a wide range of security systems e.g. access control and door entry systems.
• Experience of working within Technical Customer Support.
• Managing conflict resolution.
• Strong fault diagnosis skills.
• Process of elimination.
• Knowledge of Microsoft Windows Operating Systems.
• Hardware control panels.
• TCP/IP.
• Problem solving abilities and interpersonal skills.
• IT Infrastructure.
• High knowledge in the security industry.
• Knowledge of security systems, access control, door entry and IT systems.