Technical Support Engineer

Our client is a leading manufacturer of access control systems, delivering innovative security solutions to clients worldwide. Our cutting-edge products are designed to provide reliable, high-performance security across commercial, industrial, and institutional sectors. We are seeking a Technical Support Engineer to join our Manchester-based team, providing expert assistance and ensuring the smooth operation of our systems for clients and partners.

The Role:
As a Technical Support Engineer, you will be the go-to expert for diagnosing and resolving technical issues related to their access control products. You will provide exceptional customer support to clients, installers, and distributors, ensuring their systems operate efficiently and effectively. This role offers a great opportunity to work directly with innovative security technology while helping to shape the customer experience.

Key Responsibilities:

• Offering remote technical support for the full range of access control systems
• Troubleshooting hardware and software issues, identifying root causes, and providing solutions
• Assisting clients, installers, and field engineers with system installations, configurations, and updates
• Providing product training and technical guidance to customers and internal teams
• Logging, managing, and resolving support requests in a timely manner
• Escalating complex issues to the product development or senior technical teams when required
• Supporting the testing and validation of new product features and software releases
• Maintaining detailed knowledge of our product range and industry standards
• Creating and updating technical documentation, including user guides and FAQs
• Collaborating with sales and R&D teams to provide feedback for product improvement

Requirements:

• Proven experience in a technical support or engineering role, ideally within access control, security, or electronic systems
• Strong technical understanding of access control systems (e.g., keypads, card readers, biometric systems, software platforms)
• Excellent troubleshooting skills, with a logical approach to problem-solving
• Strong customer service skills, with the ability to communicate technical issues to both technical and non-technical audiences
• Experience with remote diagnostics tools and support ticket systems
• Knowledge of IT networking principles (TCP/IP) and software installations
• Ability to work independently and as part of a team in a fast-paced environment
• Relevant qualifications in electronics, IT, or engineering (preferred)
• Full UK driving licence (preferred)

What We Offer:

• Competitive salary and benefits package
• Opportunity to work with innovative access control technologies
• Professional development and career progression within a growing company
• A supportive, team-oriented environment
• Continuous training and development on the latest product advancements
• Pension scheme and additional benefits