Technical Support Specialist

Manchester

£40,000

Play a pivotal role in delivering high-quality, proactive support to customers, both remotely and on-site. Specialising in electronic security, access control, and door entry systems, you will ensure a seamless experience for customers by providing expert troubleshooting and timely solutions. This role involves close collaboration with various internal teams, including Development, Product Testing, and Product Management, to manage escalated issues and ensure thorough investigations.

 

Key Responsibilities:

• Stay up to date with new hardware and software releases.
• Deliver proactive, high-level customer service with a focus on commercial awareness.
• Effectively manage key customer issues and accounts.
• Leverage all resources to resolve issues and support key clients.
• Conduct training sessions for both customers and colleagues.
• Collaborate closely with sales teams and assist in creating technical support materials across all media formats.
• Manage open/unresolved support tickets with attention to detail.
• Be flexible with working hours and conduct site visits in the UK and abroad.
• Mentor Technical Support team members and support customer upskilling.
• Maintain detailed records, including ticketing and reporting.
• Provide phone, remote, and on-site support.
• Troubleshoot technical issues, perform fault diagnosis, and conduct root cause analysis.
• Quickly identify solutions for hardware/software issues.
• Install and configure hardware and software, offering timely and accurate customer feedback.

Skills & Competencies:

• BTEC ONC/HNC or BEng Electronic Engineering or equivalent experience minimum 5 years
• Strong understanding of electronic security and access control systems
• Effective project management skills with the ability to handle multiple priorities
• Excellent problem-solving abilities with a proactive approach to issue resolution
• Strong communication skills with an emphasis on clear, customer-oriented responses
• Ability to work flexibly to meet customer and project demands