Technical Support Engineer working on Saviynt's AI - powered identity platform. Support customers by troubleshooting issues and providing technical analysis on production incidents.
About the role
- Technical Support Engineer providing T1/T2 troubleshooting for secure IoT solutions. Collaborating with internal teams and customers for product testing and quality improvements.
Responsibilities
- Handle T1/T2 technical cases via phone and email
- Troubleshoot, resolve, and document cases; escalate to T3 when needed
- Supporting installation companies with commissioning of new equipment
- Support ARCs with equipment and subscription administration (alarm grading changes, transfers, reactivations, cessations)
- Onboard new ARC customers
- Monitor equipment orders via AddSecure’s e-commerce portal and help resolve delivery/billing issues
- Order and manage new broadband connections via AddSecure’s in-house ISP
- Coordinate with BT/Openreach to support installations (fibre/copper hardware)
- Manage broadband faults and escalate with BT/Openreach as required
- Define test cases/specifications with the team
- Document outcomes and report defects
- Track bugs and follow up on fixes
Requirements
- Strong service mindset and customer focus
- Ability to work independently and as part of a team
- Clear, concise spoken and written English
- Calm, friendly, and professional telephone manner
- High computer literacy and comfort working in ticket-based environments
- Ability to investigate technical issues and explain them to different audiences
- Understanding of how systems connect and interact
- Basic awareness of handling confidential information securely
- Basic understanding of LAN, WAN, and cellular networks
- Working knowledge of Microsoft Office
- Undergraduate degree in a technical/science/engineering field
- 4+ years installing and maintaining safety-critical electronic equipment and/or commercial IoT devices, or 4+ years in a technical support desk role handling T1/T2 queries for commercial/business IT systems
- Desirable: Experience in B2B technical support
- Experience with EN 50131 / EN 50136 compliant alarm equipment
- Experience working for an ISP (B2B or B2C)
- Familiarity with Salesforce
- Intermediate Excel skills
- Basic understanding of electronics and electrical safety
- Clean driving licence
- Willingness to work on an out-of-hours rota
Benefits
- Insurance package
- Pension
- 25 days annual leave
- Parking
- Health care benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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