Technical Support Analyst providing prompt customer assistance and troubleshooting solutions in a hybrid role. Collaborating with teams over various channels in the United Kingdom.
About the role
- Technical Support Engineer providing expertise in building automation services for clients. Collaborating on projects while ensuring high customer satisfaction and technical solutions delivery.
Responsibilities
- Provide technical advice and service to Priva system partners by phone and in person on site
- Receive customer reports and fault notifications
- Record service cases in a ticketing system
- Follow up to ensure timely resolution
- Troubleshoot and resolve hardware and software issues
- Handle service cases via remote access
- Prepare and deliver technical training
- Collaborate on partner projects
- Serve in a lead technical role on commissioning and implementation projects
- Perform functional testing in test and production environments during system migrations and updates
- Provide technical support to the sales organization
- Set up systems to support sales activities
- Prepare documentation and reports
- Prepare for and participate in trade fairs
Requirements
- Completed vocational training in electrical engineering or building services engineering (HVAC / MSR / BMS)
- Very good knowledge of technical building equipment (TGA) and HVAC automation
- Several years of experience in customer service, e.g., as a helpdesk agent, service technician, or project coordinator for building automation
- Knowledge of control engineering and DDC (Direct Digital Control)
- Expertise in MSR technology (preferably also BMS) for heating, ventilation and air conditioning
- Very good IT skills (PCs and networks)
- Knowledge of building automation protocols (BACnet, Modbus, M-Bus)
- Proficient in MS Windows and MS Office
- Good command of English
- Excellent analytical skills and reliability
- Strong communication skills and customer orientation
Benefits
- Technical equipment for your home office
- Company car
- iPhone provided, also for private use
- Share in Priva's business success
- Early start to the weekend on Fridays from 2:00 PM
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