Technical Support Engineer

Description:

Tech4TheTrade is a specialist technical services provider within the Fire and Security industry, offering expert support, training, and consultancy to trade professionals and manufacturers across the UK. We work closely with leading manufacturers—not only to support their products in the field but also to provide tailored services that enhance their offering, from technical support and training delivery to product testing and feedback. Our mission is to empower installers, integrators, distributors, sub-distributors and manufacturers with the technical expertise they need to deliver best-in-class solutions. With a strong focus on innovation, service quality, and industry collaboration.

Reporting to the Technical Director, your main responsibilities will include:

• Answering incoming telephone and e-mail technical enquiries.
• Answering Whatsapp messages
• Troubleshooting and solving CCTV, Video Intercom, Access Control, Intruder Alarm and Fire System issues.
• Pre-configuring systems for clients.
• Educating clients about new systems and technologies.
• Making recommendations to clients and management as needed.
• Capture and document all aspects of customer interactions into CRM database.
• Co-operate with clients to analyse their practical needs and to produce a complete project plan and seek possible solutions.
• Perform product inspection, test and troubleshoot equipment.
• Product testing for manufacturers to form feedback.
• Recording video content for technical how to guides and promotional videos.
• Create bespoke documentation for clients and manufacturers.
• Write reports for clients which will be submitted monthly.

Key competencies:

• Experience in Fire and Security industry or a related industry is required.
• Experience as part of a technical team or a similar department.
• Have excellent communication and listening skills.
• Proficient in Microsoft Office Packages.
• Proficient in use of CRM software.
• Knowledge of wired and wireless networking solutions and fault finding.
• Must be self-motivated with a strong sense of urgency.
• Detail orientated with a focus on customer service.
• VMS Knowledge preferred.