Technical Support Engineer

SUMMARY:
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POSITION INFO:

We are seeking an experienced Technical Support Engineer to provide software and hardware support across customer sites, focusing on Electronic Security, Safety Systems, and Workforce Management Solutions in line with contractual SLA commitments. The successful candidate will be responsible for delivering medium to high-level technical support, ensuring system uptime, maintaining strong customer relationships, and supporting installations, commissioning, and maintenance activities across multiple client environments. This role requires a hands-on technical professional with strong troubleshooting ability, customer-facing experience, and a proactive approach to service delivery.

What you'll do:

• Medium to high-level technical support on systems, hardware, and software (onsite, remote, and telephonic)
• Acting as technical liaison with customers
• General fault finding and troubleshooting
• Infrastructure fault finding and commissioning
• Project and system commissioning
• Technical training for customers and internal teams
• Supporting technical sales lead development
• Attending service calls across all installed hardware/software sites
• Assisting with database-related issues (e.g. SQL Express)
• Maintaining accurate ticket updates within the incident management system
• Ensuring continuous customer communication regarding service issues
• Coordinating small installations and ensuring client requirements and deadlines are met
• Scheduling and performing hardware/software maintenance as per SLA and supplier requirements
• Maintaining accurate maintenance documentation
• General administrative duties (timesheets, documentation, reporting, health & safety)
• Customer, supplier, and technical assistant training
• Providing peer support when required

Your Expertise:

• 5+ years function-related experience
• 2+ years leading teams
• 2+ years project experience
• pan>3+ years security software & hardware installation
• 5+ years BES/SQUBE or SYNERION software & hardware implementation and commissioning
• Networking skills (TCP/IP, DHCP, Static IP, VLAN – N+ beneficial)
• Electronic skills (low current power, relays)
• Experience installing turnstiles, vehicle barriers, and mantraps
• Certification/experience installing and commissioning CCTV and Access Control solutions including:
• Fire certification (advantageous)
• Building Management Systems experience (Tridium advantageous)
• Strong structured fault-finding methodology
• Software and hardware installation experience
• High customer service orientation

Qualifications:

• Grade 12 or equivalent / College Diploma
• MCSE and/or N+/A+ or National Diploma in Electronic/Electrical Engineering (advantageous)
• Access Control and/or Time & Attendance systems certification
• Microsoft Office proficiency (Word, Excel, Visio, PowerPoint)
• PSIRA Certification (Grade E–C)
• SQL query experience (advantageous)

Preferred Certifications / Technology Exposure

• CCTV
  • Hikvision, Bosch, Milestone
• Access Control
  • Impro, Gallagher, ZK
• Fire Systems
  • Ziton, Technoswitch
• Time & Attendance
  • BES Suite, SQUBE Systems, Jarrison, Kronos

Key Competencies

• Strong troubleshooting and diagnostic skills
• Excellent communication and customer engagement
• Structured and methodical approach to fault finding
• Ability to work independently and within teams
• Strong documentation and reporting discipline
• Adaptable in fast-paced operational environments