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Technical Support Engineer

  • Location

    Mansfield, Nottinghamshire

  • Sector:

    Security & Safety

  • Job type:


  • Salary:

    Up to £30000.00 per annum

  • Contact:

    Robbie Desmond

  • Contact email:

    [email protected]

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    5 months ago

  • Expiry date:


  • Startdate:


  • Consultant:


Technical Support Engineer
Location: Mansfield
Salary: £30,000 + Company Car

The role:

*To take ownership of reported technical problems and see them through to resolution.
*Resolve all technical issues promptly in accordance with issue resolution guidelines, ensuring delivery of the highest standards of service to the customer.
*Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
*Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
*Provide remote and on-site support for the commissioning engineers, to ensure the effective delivery of installations and projects as necessary.
*To provide timely reporting of activity and issue resolution.
*Provide first line resolution to customer technical queries and faults, working in unison with the service desk.
*Feedback training needs for the field-based engineers.
*Provide in-house technical training, both classroom and field based.
*Source, manage and implement strategies for increased productivity and first-time fix rate.
*Manage the technical aspects of the company CRM software and develop and implement reports via dashboard and spreadsheet interfaces.
*Install and manage engineer PDA software.
*Develop enhanced relationships with internal and external customers to provide seamless integration of products and services.
*Ensure the engineering team are aware of any necessary product software and firmware updates.
*Maintain technical records of all supported systems.
*Attend training courses, as deemed necessary, to ensure technical competency on all supported systems and products.
*To learn and keep up to date on industry technology changes, legislative and regulatory changes, best practice codes of conduct, new products and technologies as deemed appropriate by the business needs.
*Manage and implement RSS / Wintex Intruder Alarm remote access and support.
*Technical authoring of client specific installation and user documentation.

The person:

Embraces the company's core values & principles in order to achieve the overall mission of the organisation. Takes personal responsibility for own career development by continually assessing and adjusting personal performance and behaviour against the criteria laid out in the organisation's competency framework.

In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - https://www.theecsgroup.co.uk/work/flexible-application-process