Technical Support Engineer

Be part of a team helping customers keep vital services running-securely and reliably.

As a Technical Support Engineer at AddSecure, you'll be a trusted technical partner for our customers and a key link to our internal teams-solving issues hands-on while also contributing to testing and quality improvements across our web platforms.

AddSecureis a leading European provider of secure IoT connectivity and end-to-end solutions. We help customers optimise operations, drive business value, and protect vital functions. Our business unit Smart Alarms delivers secure monitored alarm transmission and reliable crisis communication solutions - helping organisations and rescue teams prevent incidents and respond when emergencies occur.

NGP (Next Generation Platform) Operations supports AddSecure's customer-facing services and the internal systems behind secure alarm transmission, remote management, and dedicated connectivity.

As a Technical Support Engineer, you'll be the go-to technical contact for ARCs and installers-handling T1/T2 troubleshooting across hardware, software, and platform features (including remote management and dedicated broadband). You'll also contribute to product and feature testing to help improve our web platforms.

Technical support (T1/T2):

• Handle T1/T2 technical cases via phone and email
• Troubleshoot, resolve, and document cases; elevate to T3 when needed
• Support installation companies with commissioning of new equipment

Customer setup & service administration:

• 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

Connectivity support:

• 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 elevate with BT/Openreach as required

Quality assurance & testing:

• Define test cases/specifications with the team
• Document outcomes and report defects
• Track bugs and follow up on fixes

You are customer-focused, proactive, and steady under pressure. You enjoy investigating problems, taking ownership, and collaborating across teams. You communicate clearly - both with technical and non-technical stakeholders - and you document your work as you go.

We also believe you bring:

• 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

Essential:

• Working knowledge of Microsoft Office
• Undergraduate degree in a technical/science/engineering field

Or one of the following:

• 4+ years installing and maintaining safety critical electronic equipment and/or commercial IoT devices
• 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

Our employees are our greatest asset and for us it is of great importance to build a culture where our employees thrive and want to perform. You will be part of a motivated team in an international company. In addition, we offer:

• Insurance package
• Pension
• 25 days annual leave
• Parking
• Health care benefits

We conduct background checks on all our employees, and you need to be eligible to work in UK. Successful applicants for this role may need to undergo additional or recurring background checks during their time with AddSecure.