Technical Support Engineer diagnosing technical inquiries and troubleshooting issues for local partners in the software industry. Collaborating with internal teams for sustainable solutions.
About the role
- Technical Support Engineer providing T1/T2 troubleshooting for secure IoT solutions. Collaborating with internal teams and customers for product testing and quality improvements.
Responsibilities
- Handle T1/T2 technical cases via phone and email
- Troubleshoot, resolve, and document cases; escalate to T3 when needed
- Supporting installation companies with commissioning of new equipment
- Support ARCs with equipment and subscription administration (alarm grading changes, transfers, reactivations, cessations)
- Onboard new ARC customers
- Monitor equipment orders via AddSecure’s e-commerce portal and help resolve delivery/billing issues
- Order and manage new broadband connections via AddSecure’s in-house ISP
- Coordinate with BT/Openreach to support installations (fibre/copper hardware)
- Manage broadband faults and escalate with BT/Openreach as required
- Define test cases/specifications with the team
- Document outcomes and report defects
- Track bugs and follow up on fixes
Requirements
- Strong service mindset and customer focus
- Ability to work independently and as part of a team
- Clear, concise spoken and written English
- Calm, friendly, and professional telephone manner
- High computer literacy and comfort working in ticket-based environments
- Ability to investigate technical issues and explain them to different audiences
- Understanding of how systems connect and interact
- Basic awareness of handling confidential information securely
- Basic understanding of LAN, WAN, and cellular networks
- Working knowledge of Microsoft Office
- Undergraduate degree in a technical/science/engineering field
- 4+ years installing and maintaining safety-critical electronic equipment and/or commercial IoT devices, or 4+ years in a technical support desk role handling T1/T2 queries for commercial/business IT systems
- Desirable: Experience in B2B technical support
- Experience with EN 50131 / EN 50136 compliant alarm equipment
- Experience working for an ISP (B2B or B2C)
- Familiarity with Salesforce
- Intermediate Excel skills
- Basic understanding of electronics and electrical safety
- Clean driving licence
- Willingness to work on an out-of-hours rota
Benefits
- Insurance package
- Pension
- 25 days annual leave
- Parking
- Health care benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Technical Support Representative providing technical assistance to customers for NI products. Handling support requests and ensuring customer success through effective communication and problem - solving.
Technical Support Representative providing pre - and post - sales support to end users and channel partners in the Philippines. Accurately processing purchase orders and handling inquiries through phone and email.
Technical Support Engineer providing technical assistance and solutions for Cohesity's data security products. Collaborating with customers and partners in a dynamic, AI - driven environment.
Customer Support Engineer providing technical support for Ovation products and maintaining customer satisfaction at Emerson. Engaging with clients to solve technical issues and enhancing operational capabilities.
Workplace Support Engineer dedicated to providing seamless IT support and device management at Truvio. Engage with users and oversee device lifecycle while promoting security best practices.
Support Engineer at Heidi Health addressing complex technical customer issues in AI - driven healthcare. Collaborate with teams while ensuring customer satisfaction and product reliability.
Network Support Engineer building and managing a new DevOps team at DXC Technology. Leading troubleshooting and supporting network technologies for a mature enterprise client.
Transportation Support Analyst II providing Level 2 to Level 4 application support for World Courier Managed Transportation Products. Collaborating with IT teams and driving improvements in service quality for logistics operations.
System Administration Support Technician maintaining multi - user systems for national defense training missions. Ensuring secure, reliable operations and supporting mission - critical networks.