Position: 1st Line Technical Support Engineer
Location: Hybrid Office-based (UK), with site visits where necessary
Department: Technical / Service
Reports to: Technical Manager / Service Operations Manager
Role Overview
We are seeking a motivated and customer-focused Technical Support Engineer to join our technical service support team. The successful candidate will provide first-line technical assistance to clients and engineers using a range of electronic security solutions, including Gallagher Access Control, Hanwha Wave software, Hanwha DVRs, Avigilon Unity & Alta, CCure systems, Galaxy & Texecom intruder alarms.
This role is primarily office-based, handling telephone, email, and remote support queries. However, where necessary site visits across the UK will be required to assist with fault resolution, and customer escalations.
Key Responsibilities
- To be the first point of contact for customers requiring technical support on electronic security systems.
- Provide remote troubleshooting and fault resolution for:
- Gallagher Command Centre.
- Avigilon Unity and Alta systems.
- Hanwha Wave VMS software and Hanwha DVRs.
- CCure access control systems.
- Galaxy intruder alarm systems, including remote resets and remote maintenance using RSS software.
- Texecom intruder alarms including cloud management.
- Log, track, and resolve incidents in line with SLAs, escalating to 2nd line support when required.
- Deliver clear technical guidance and solutions to customers and engineers over the phone, via email, and using remote support tools.
- Assist with pre-build configuration, firmware updates, and programming of supported systems.
- Perform scheduled remote maintenance and system health checks.
- Where required, attend customer sites across the UK to conduct support tasks that cannot be resolved remotely or by the local service engineers.
- Maintain accurate records of all support interactions, resolutions, and system configurations using the Microsoft Dynamics platform operated by the service team.
- Provide feedback to the Technical Manager on recurring issues to aid continuous improvement.
Skills & Experience
Essential:
- Previous experience in a technical support/helpdesk role, ideally within the electronic security industry.
- Working knowledge of:
- Gallagher Access Control systems.
- Avigilon Unity & Alta systems.
- Hanwha Wave VMS & Hanwha DVRs.
- CCure systems.
- Galaxy intruder alarms (including RSS remote management).
- Texecom including cloud management.
- Strong troubleshooting and problem-solving skills with the ability to resolve issues efficiently.
- Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users.
- Good IT/networking knowledge (TCP/IP, VLANs, VPNs, Windows OS).
- Ability to work independently and as part of a team in a fast-paced environment.
- Full UK driving licence.
Desirable:
- Industry certifications (e.g., Gallagher, Avigilon, Hanwha, CCure, Galaxy, Texecom).
- Knowledge of other CCTV, access control, or intruder alarm systems.
- Experience using service desk/ticketing software.
Personal Attributes
- Customer-focused with a professional and positive attitude.
- Detail-oriented with strong organisational skills.
- Willingness to learn and develop technical knowledge further.
- Team player who enjoys working alongside service engineers and office colleagues.