Technical Support Engineer

Role: Permanent
Salary: £48,000/ANNUAL
Location: London, UK
Reference: 38351

Technical Support Engineer (remote)

Due to consistent success, my client is recruiting for a Technical Helpdesk Engineer to deliver several Support Contracts as well as provide Technical Support to their internal teams.

The role:

  • You will predominantly deliver proactive and reactive Technical Support for your clients with an active SSMA (Software Support Maintenance Agreement). Technical calls will range from basic checks to determine why a device might not be working, to resolving software/hardware issues after applying an update. From time to time you will also provide user level support/training over the phone or via Teams.
  • Due to the nature of your clients, you will sometimes work with the clients SOC (Security Operating Center) to fault find and resolve issues. You will also be required to update the client’s internal systems accordingly.
  • The work will be carried out remotely however you may need to attend head office from time to time.
  • As part of the role, you will assist the Contracts department to administer SSMA contracts. This will include the below:
    • Assist generating quotations for new contracts as well as renewals
    • Procurement and renewal of software licenses
    • Contract management
      • Tracking hours spent
      • Advise of renewal dates & changes
      • Monitor contract performance
      • Producing system reports and recommendations
  • Your role will also include the management of internal systems, which will include tasks such as configuring deployment packages for monitored clients, configuring alerts profiles, and implementing necessary changes to systems and processes to ensure the successful delivery of the contracts.
  • You will need to attend training courses, webinars and workshops to keep up to date with the latest updates, trends and information regarding Products and Software’s.
  • Creation of internal Technical monthly bulletins which contain latest software updates/releases, new benefits and feature as well as known bugs for our top tier products.
  • As part of the role, you may be required to deliver internal training for engineers and staff.

 The individual:

  • We are looking for a proactive person that has an appetite to learn and has the desire to grow with the role and the company. The individual should also be driven and result orientated with great attention to detail.
  • The role requires a strong communicator that understands the importance of communication internally (with colleagues and management) as well as externally (with customers and end users).
  • The plan is to grow the Technical Helpdesk team within the next 12 to 36 month and therefore we are looking for an individual who has aspirations to become a Team Leader/Manager of the Technical Helpdesk.
  • This is a remote-based position but you will be required to visit head office on occasion so you need to live within a reasonable commutable distance to the Greater London area.
  • Due to the nature of some clients, some flexibility is required around working hours. 

Required Skills:

  • Enterprise Security Systems Knowledge (e.g. Genetec, Lenel, Gallagher, Avigilon, S2 or similar)
  • Understanding of Networks
  • High level knowledge in IT technologies
  • Proficient with MS Office
  • Experienced working with ticketing systems
  • Excellent communication skills
  • Outstanding organizational skills

Desired Skills

  • Certifications in enterprise access control systems
  • MCSE and/or CCNA certification
  • MS SQL experience

The Package:

  • Salary £45K - £50K DOE
  • 23 days annual leave, increasing with service
  • Private Health Cover
  • Benefits

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