Technical Services Support

Zitko Consulting Ltd
Feltham, Greater London
£35000 - £38000/annum + Car allowance + benefits
17 Jul 2017
16 Aug 2017
Contract Type
Full Time
We are working with a company that specialise in high-end integrated security solutions. They are working with an impressive global organisation in the IT industry and looking for someone to join their operational team at the client site to provide Technical Support.

This role is central to the successful deployment of the software and support department to specific customers, manages all software and service support activities on the key account in accordance with the specifications and commitments by the Company to the customers EMEA head office located in Bedfont Lakes, UK.

Job role summary:
This role is for a person who is driven by success and has a blend of abilities that must include the ability to communicate effectively, organisational skills and the ability to deliver service and technical support turnkey solutions. The ability to work with multiple dependencies and teams in taking delivery of technical solutions from capital and operational expense projects in accordance with scope, timeline and budget. A keen eye on attention to detail is necessary, able to self-criticise, value engineer, propose, and present technical solutions sometimes under time pressures. The range of activities include the following


* Accountable for the successful running of the service maintenance department in accordance with service level agreements (SLA), ensuring service tickets are within agreed costing framework and resolution is to agreed set SLA per ticket priority.
* Triage of service faults raised by the customer or dependencies, coordination of resource to each service ticket to determine if an engineer resource visit is required.
* Able to communicate effectively cross department to identify faults raised which are out of scope, for example facilities maintenance on door hardware not requiring an engineer.
* Works to ensure service level agreement for each service tickets is adhered to, appropriately communicates status and works with contracted vendor to book engineers, obtain ETAs for resolution and communicate out effectively to key stakeholders.
* Continually follows up with vendors and updates on stuck or failed cases working towards a successful resolution and case closure.
* Has strong technical working knowledge of security systems and ancillary hardware and is able to identify, resolve or engineer faults to a successful resolution.
* Conduct effectively weekly service meetings with service vendors to detail stuck or failed cases, to update on current progress.
* Works with the programme manager to escalate any potential service issues
* Responsible for management of the GSIM (Global Security Information Manager) tool to ensure site location detail held is correct, accurate and in accordance with the customers’ expectations.
* Maintain and keep in working condition the customers Lenel Enterprise system as per customer’s global standards, able to work with manufacture in place at the customer site for higher level of support where needed.
* Able to communicate and collaborate effectively within other departments within the business.
* Creation of scheduled audit reports to validate system integrity
* Collaborate with the EMEAR SFOC team and management to ensure full operation of the electronic system is maintained to global standards at all times and support given where technical issues are apparent for continuous security monitoring.
* Works with programme manage to take receipt of setup & programming of small works projects prior to installation, commissioning and handover of additional device/s inclusive of online programming, commissioning check list, update of AutoCAD floor plans. Coordination with SFOC to handover and demonstrate new devices.
* Evaluation, implementation and able to provide constructive feedback to new technology/systems to improve the functionality of the existing system.
* Proactively identifies risks that may affect response capability, specifications, budget and outcome of service quality
* Communicate risks to appropriate stakeholders (internal /external) develops mitigation options and contingency plans

Skills Required:

* Advanced interpersonal and communication skills
* Advanced technical knowledge to ensure security system, technology or solution functions as required in customer environment.
* Teambuilding – Inspire motivates and guides others toward programme management objectives.
* Competent and able to use Microsoft office suite including Word, Excel, PowerPoint, Access and Outlook
* Able to have an analytical approach when problem solving, able to look beyond the obvious and think outside of the box
* Security installation or field service support experience
* Effectively interacts with the client to maintain confidence in the companies capabilities.
* Accurate and detailed documentation and reporting.
* Strong organisational skills – able to plan and prioritise.
* Interpersonal skills, managing relationships and customer focus driven
* Ability to delegate effectively and efficiently
* Timely decision making
* Ability to quickly acquire new skills and knowledge as required.
* Maintains and in depth knowledge of security technologies applicable to the business requirements.


* £38k plus £4k car allowance + other benefits


* Bedfont Lakes, Thames valley. Middlesex