Job Vacancy for Technical Project and Support Engineer

30-Oct-2019

 

 

Entrotec is the UK's market leader in designing and manufacturing door entry, access control and security solutions based in Livingston, Scotland.

We are a proud British manufacturer and trusted pioneer with over 30 years’ experience supplying door entry and concierge solutions to multiple dwelling buildings, particularly social and private housing. We design, assemble, configure, program and test the equipment to ensure our industry renowned quality.

Due to growth and expansion of a new range of IP products we are looking for new team member for our highly successful Product Development / Technical Department.

The post-holder of Technical Project and Support Engineer will provide pre and post-sales support services to clients, specifiers, system integrators and installers.

The Technical Project and Support Engineer has overall responsibility for all areas of IP training and both internal and external technical support.

The support services will require detailed analysis of SIP signalling, CCTV and IP communications protocols. The Support Engineer may be required to provide 1st line services to support the Technical Support Department as well as providing support services to the company’s internal network and sales teams.

This technical role is suited to someone with experience of investigating, troubleshooting, diagnosing and resolving technical and installation issues related to IP based network technologies. The successful candidate will have a good working knowledge of IP-based real-time multimedia communication technologies and protocols including SIP and CCTV.

Main Responsibilities: 

- Liaise with client system specifiers to develop specifications.
- Provide 1st line pre-sales support for all customers & installers via phone, email or face-to-face.
- Provide 1st and 2nd line after-sales support for installers via phone, email or face-to-face.
- Provide support, training and be an escalation point for 1st line colleagues.
- Log all incidents and requests within the Incident Management System and update ticket in a timely manner.
- Take ownership of customers and installers problems, follow up the status of problems on their behalf and communicate progress in a timely manner.
- Troubleshoot and diagnose hardware and software faults.
- Liaise with external suppliers to ensure resolution to agreed standards and timescales.
- Share technical knowledge with users and to provide basic training on systems and applications.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Proactively drive your own training from senior members of staff to bridge the knowledge gap.
- Create and maintain knowledgebase articles to enable consistency and learning within the team.
- From time to time, attend customer sites to assist in specification and implementation of the company’s video intercom and access control.
- Undertake any and all other reasonable and related tasks/objectives associated with this role.

Required Skills:

- Fundamental understanding of IP-based real-time multimedia communication technologies and protocols; including SIP, IP Video Door Entry, Access Control and CCTV.
- Background in IP network and system integration.
- Experience of investigating, diagnosing, troubleshooting, and resolving technical issues related to IP based network technologies and infrastructure.
- Logical mindset, with natural curiosity and a love of problem solving with strong analytical skills.
- Ability to capture and pro-actively share knowledge with clients who prefer to address their own issues without having to contact support.
- Ability to understand technical drawings and cable schematics.
- Knowledge of Microsoft Office, Windows 10.
- Excellent communication skills.

Desired Skills:

- Experience creating and editing technical drawings and cable schematics.
- Previous experience integrating IP Video Door Entry, access control and CCTV.

Entrotec is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you wish to apply then please send your Curriculum Vitae and a covering letter to us at:

stevietoms@entrotec.co.uk

 


why choose us

We listen to the needs of our clients. We can support the process from start to finish and ensure that your property whether residential or corporate building has the right, cost effective door entry solution with guarantees of quality that are incomparable in the market.

If you own or are involved with the management, construction or maintenance of multi-occupancy buildings then Entrotec is able to design and facilitate a total security solution that will protect you, your residents and your property. We source from local suppliers and are proud to manufacture our systems at our UK head office in Livingston.