Kingston upon Thames, Surrey
£45000.00 - £55000.00 per annum
4 months ago
Provide timely and accurate advice and support via phone, email, remote connection and face to face to all customers / distributors / users
Effectiveness in understanding problems and making timely, practical decision.
Follow up on open tickets and ensure customers are kept up to date at all times with the progress
Maintain and develop the companies adopted CRM system ensuring all data relating to customers and support tickets is accurate and always up to date
To provide a high level of technical support to customers and associated service facilities.
To accurately log all customer issues reported or observed on site and create site visit report.
To utilise test equipment to replicate customer configurations for testing/ troubleshooting purposes
To provide on-site support to customers and end users as required
To attend customer sites and assist with live site technical support and troubleshooting as required
To provide detailed written reports on outstanding customer issues on a weekly basis
Performing miscellaneous job-related duties as assigned by the Technical Manager
Background within the Security / Technology industry in a technical support role.
Strong understanding of Operating Systems, Servers and Networking components
Experience providing support on CCTV (Both Analogue & IP) is essential
Exposure to major VMS's such as Milestone & Genetec
Proficient in fault finding with field & reactive support experience
European experience would be advantageous
Knowledge of third party products, protocols and associated technologies.