Technical Support Engineer

Technical Support Engineer – Coventry, Birmingham.

Maximum £45,000 basic plus bonus

Some site / customer visit may be required.

40hrs a week

A independently owned manufacturer of life-saving fire protection equipment, specialising in wireless fire alarm technology is looking for a 2nd line Technical Support Engineer.

The company began with its original radio evacuation systems for constructions sites, which became renowned for their range, reliability and performance. Combined with world class technical and customer support, this manufacturer delivers efficient, trusted and ground-breaking systems.

Responsible for:

• Technical Support: Serve as the 2nd point of contact for customers seeking technical support regarding wireless technology used in fire safety systems. Respond to customer inquiries via phone, email, or live chat, and assist them in troubleshooting and resolving technical issues efficiently.
• Identification and Troubleshooting: Analyse customer-reported challenges and identify the root cause of issues related to wireless technology in fire safety systems. Utilize your expertise in wireless networks, protocols, and devices to diagnose and resolve technical problems accurately.
• Ticket Management: Update and manage support tickets to ensure proper tracking and escalation if necessary. Maintain accurate and detailed documentation of customer interactions, including problem descriptions, actions taken, and resolutions achieved.
• Collaboration and Escalation: Collaborate with other technical support team members and escalate complex technical issues to the appropriate department for further investigation and resolution. Ensure timely and effective communication throughout the escalation process.
• Documentation and Knowledge Management: Create and maintain product documents, user manuals, FAQs, and how-to guides to assist customers in understanding product features, functionalities, and best practices. Maintain detailed records of customer interactions, including problem description, steps taken for troubleshooting, and solutions provided. Update the internal knowledge base with new issues and resolutions to ensure comprehensive and up-to-date technical documentation.
• Quality Assurance: Ensure adherence to service level agreements (SLAs) by maintaining high-quality standards in customer interactions, response times, and issue resolutions. Strive to exceed customer expectations and deliver exceptional support experiences. Monitor customer satisfaction levels, collect feedback, and proactively identify areas for improvement in technical support processes.
• Customer Education: Assist customers in understanding the product documentation and how-to guides, providing additional clarification or guidance as needed. Help customers navigate through complex technical concepts in a clear and concise manner.
• Continuous Improvement: Provide feedback on common customer issues and contribute to process improvements, including enhancing product documents and how-to guides. Stay updated with product knowledge, industry trends, and emerging technologies to enhance technical proficiency.

Must have for 2nd line Technical support

• Fire industry background minimum 3 years

• BS5839, FIA courses or equivalent

• Technical support, fault finding and resolution background

You will recieve a

Government Company Pension Scheme with 3% contribution

25 Days Holiday + Bank Holidays.

1 Day A/L for Birthday.

Business performance related bonus- up to £4K P/A

Please contact Security Fire Recruitment ASAP