Technical Support Technician

SUMMARY:
The Technical Support Technician is responsible for providing advanced technical support to both the internal sales team and external customers. This role serves as the technical authority within the branch and acts as the second-in-command to the Branch Manager, assuming operational oversight in their absence.  The successful candidate must possess a comprehensive understanding of the electronic security
industry, strong diagnostic capabilities, and the ability to design technically sound security solutions aligned with client requirements.

POSITION INFO:
Key Responsibilities
Technical Support – Sales Team
- Provide technical guidance and product support to sales consultants.
- Assist in interpreting client requirements and translating them into compliant, practical
security solutions.
- Support quotation processes with accurate technical specifications.
- Ensure proposed systems meet industry standards and best practice design principles.
- Conduct product training sessions for internal staff when required.

Technical Support – Customers
- Provide telephonic and in-branch troubleshooting support.
- Diagnose and resolve technical issues related to security products and systems.
- Ensure high levels of customer satisfaction through efficient issue resolution.
- Escalate complex technical issues to suppliers where necessary and manage feedback to
customers.

Site Work & Field Support
- Conduct on-site technical fault finding and system diagnostics.
- Perform pre-sales site assessments and risk evaluations.
- Design system layouts and recommend suitable products based on site conditions and
client requirements.
- Ensure solutions are scalable, compliant, and commercially viable.
- Provide post-installation technical verification where required.

Branch Leadership Support
- Act as second-in-charge within the branch.
- Assist the Branch Manager with operational, administrative, and technical oversight.
- Supervise branch activities in the absence of the Branch Manager.
- Support stock control, technical quality assurance, and general branch operations.
Technical Competencies
The candidate must demonstrate strong working knowledge in the following areas:
- CCTV systems (IP and Analog)
- Access control systems
- Intruder alarm systems
- Intercom and perimeter detection systems
- Networking fundamentals (IP addressing, VLANs, PoE, switching)
- System integration principles
- Product compatibility and configuration
A strong understanding of installation standards, cable infrastructure, and system commissioning
is essential.

Minimum Requirements
- Proven experience in the electronic security industry.
- Demonstrated technical troubleshooting ability.
- Experience conducting site assessments and system design.
- Valid driver’s license and willingness to travel to sites.
- Strong communication skills (verbal and written).
- Ability to work independently and manage priorities effectively.