Job Description:

Technical Support Engineer
Fire & Security

Location: Wolverhampton
Salary: £35,000 - £42,000 DOE
Working Pattern: Hybrid (Office and Home Working)
Hours: Monday – Thursday, 9:00am – 5:00pm | Friday, 9:00am – 4:30pm

About the Role

We are looking for a Technical Support Engineer to join a growing team developing and supporting innovative healthcare technology solutions. This is an exciting opportunity to work with cutting-edge communication, safety and workflow systems that help healthcare professionals deliver exceptional patient care.

You will provide technical support to customers and internal teams, helping to troubleshoot issues, resolve product queries and contribute to the ongoing improvement of products and services. The role combines technical problem-solving, customer engagement and collaboration with engineering, compliance and product teams.

Reporting to the Lead Solutions & Product Support Engineer, you will play a key role in ensuring customers receive a first-class support experience.

Key Responsibilities

• Provide technical support to customers and colleagues via phone, email and remote support tools.
• Investigate, diagnose and resolve hardware, software and system-related issues.
• Manage and update support cases through (url removed), ensuring accurate records and timely resolution.
• Work closely with internal teams and external partners to resolve technical queries and product issues.
• Deliver remote and occasional on-site technical support when required.
• Escalate complex issues appropriately and proactively manage support cases through to completion.
• Produce and maintain technical documentation, user guides and support bulletins.
• Support product testing, validation activities and continuous improvement initiatives.
• Assist with customer and internal technical training.
• Ensure products and solutions meet relevant standards and technical requirements.

About You

You will be a proactive and customer-focused technical professional with strong troubleshooting skills and a passion for solving problems.

Essential Skills & Experience

• Experience supporting IP-based or IoT systems, such as fire alarms, security systems, access control, building management systems or similar technologies.
• Good understanding of Windows, Linux, Android and iOS operating systems.
• Knowledge of networking fundamentals, including routers, switches and IP communications.
• Experience diagnosing and resolving hardware and software issues.
• Strong analytical and problem-solving abilities.
• Excellent communication skills, both written and verbal.
• Strong organisational skills with attention to detail.
• Proficient in Microsoft Office applications.
• Ability to work independently and collaboratively within a team environment.

Desirable

• Technical certifications such as Microsoft, CompTIA, Cisco or equivalent.
• Experience working within an ISO9001 quality-managed environment.
• Experience supporting healthcare, critical communication or life-safety systems.

What We Offer

• Competitive salary of £35,000 - £42,000 depending on experience.
• Hybrid working model.
• Early finish on Fridays.
• Annual employee bonus scheme.
• 25 days annual leave plus bank holidays, increasing with length of service up to a maximum of 30 days plus bank holidays.
• Company-funded healthcare cash plan, with options to upgrade cover.
• Employee discounts platform offering savings and cashback at hundreds of leading retailers.
• Pension scheme with salary sacrifice options.
• Life assurance cover at twice your annual salary.
• Employee Assistance Programme (EAP) and access to trained Mental Health First Aiders.
• Free annual flu vaccination.
• Long service awards recognising 10, 20 and 25 years of service.
• Birthday vouchers and Christmas bonus payment.
• Opportunity to participate in a share incentive plan.
• Ongoing training and professional development.
• Opportunity to work with innovative technology that makes a real difference in healthcare environments.
• Supportive and collaborative team culture.

If this sounds like the right opportunity for you, we'd love to hear from you. Please apply with your CV or contact Courtney Gilgunn for further information.

SER-IN