About the Role
The role of a Remote Support Engineer is to provide remote diagnosis and triage of systems installed in the field. Hours of work will be between 4:00pm and 8:00am, including weekends with a day off per week (8 hour shifts). Previous experience of working within a security industry is essential, and candidates must have experience of security products including Intruder, CCTV, Fire etc.
What you will be doing
•Keep an excellent record of all customers and engineer interactions via the ticket system
•Provide remote assistance to investigate and identify customer issues, and ensure engineers installing/upgrading customer systems or servicing systems
•Efficiently follow a defined support ticket management process to ensure targets are met
•Test software releases
•Apply fix releases to customer systems
•Feedback information internally to other departments
•Attend internal and external meetings as required
•Identify training requirements for customers
•Carry out offline testing on customer data as required
•A strong desire for learning in a fast-moving market
•Contribute to the goals and objectives of the team
•Be highly motivated to achieve success
What you will need
•3-5 years of experience in the electronic security service industry
•PC literate in MS Office, Outlook and Excel
•Good written and verbal skills
•Proactive, able to work on own initiative
•Good interaction between departments
•Ability to influence effectively
•Excellent knowledge of networking and IP connectivity
•Understanding of Intruder, Fire, CCTV, T&A and Access Control systems
Key Attributes
•Ability to follow detailed instructions
•Good business understanding
•Interpersonal and communication skills
•Relationship building & networking
•The desire to improve and take on new challenges
•Experience in the electronic security sector
•Ability to be part of a team and set leadership examples
•Ability to demonstrate influencing skills
