Deadline: 20 Jun 2022

Technical Support Engineer

Job description

Key Purpose of the Job

Working alongside the Customer Services and Scheduling departments to provide customer and engineering support in a timely and efficient manner. To prioritise workload and meet contractual deadlines. Portray Kings Secure in a professional manner. To work as part of a team to achieve an impeccable delivery of service.
Reducing the amount of calls passed to field-based engineers by use of remote diagnostic tools and phone advice.
This role requires shift working in line with the departments 24/7 operation

Key Job Responsibilities:

  • To provide technical support to end users and engineers both internally and externally.
  • To ensure prompt and accurate processing of customer requests whether received by telephone, written correspondence and electronically via e-mail and web portals.
  • To ensure prompt and accurate information is scheduled.
  • To answer customer telephone calls ensuring internal customer service standards are met.
  • To provide a positive experience for customers ensuring prompt and accurate information is captured.
  • Any other reasonable requests from the line manager and SLT members.
  • To provide support to the Service Scheduling Team when required.
  • The post holder will ensure the health, safety and welfare of themselves and their team in accordance with the Kings Policy
  • To actively support at all times, company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information
  • Post holder is authorised to access, use or disclose customer information only when needed to do so to perform operational duties. Any other access use or disclosure may only be made on receipt of additional authority in accordance with BS7858 – information security
  • Implement and act in accordance with the organisations information security policies
  • Protect assets from unauthorised access, disclosure, modification, destruction or interference
  • Implement particular security processes or activities, as requested by management
  • Report security events or potential events or other security risks to the organisation
  • Highlight any issues identity to the relevant parties such as account managers, area managers and line managers.
  • Embrace new customers and technologies the company adopt

Essential Requirements for the job:

  • Candidate to have a minimum of 3 years’ experience across multiple disciplines including Intruder, CCTV, Access Control.
  • Customer focused
  • Excellent telephone manner
  • PC Literate
  • Team player
  • Strong interpersonal and communication skills
  • Ability to prioritise workloads
  • Exceed all tasks given
  • Be an ambassador for Kings at all times, displaying quality and excellence in all dealings with external and internal customers and suppliers
  • Ability to work within a continually changing environment
  • Network/IP based product experience

Desirable requirements for the job

  • Basic Fire Systems knowledge
  • Experience of UDL software
  • Experience working on Sentinel plus
  • Experience on Protean Operating System
  • Remote customer support Experience


  • 25 days holiday + 8 bank holidays
  • Health Benefits
  • Store vouchers/Cinema Tickets/ Gym Memberships at discounted prices
  • Life Insurance

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    This job description is an outline of the key tasks and responsibilities of the post and the post holder may be required to undertake additional duties appropriate to the pay band. The post may change overtime to reflect the developing needs of the organisation as well as the personal development needs of the post holder.
    The job holder and line manager will review this job description at least annually. The above job description had been discussed and agreed that this job description and person specification accurately describes the above post.

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