Technical Support Specialist

Salary: £30,000 - 35,000 per year

Requirements:

• 1–3 years of experience in a customer-facing support, technical support or service-desk role
• Experience providing support by telephone and email for software, SaaS, hardware or another technical product
• A methodical approach to investigating and troubleshooting issues
• Excellent written and verbal communication skills, including the ability to explain technical information clearly to non-technical users
• Strong organisational skills, attention to detail and the ability to manage multiple open issues simultaneously
• A curious mindset, a genuine interest in how products work and the confidence to take ownership of assigned issues
• Experience using help-desk or ticketing platforms such as Zendesk, Freshdesk, Odoo or Jira
• Exposure to IoT products, connected devices, mobile application support or 4G/network connectivity troubleshooting
• Experience within door entry, access control, CCTV, security systems or building technology
• Experience writing customer-facing instructions, knowledge-base articles or help content

Responsibilities:

• Act as the first point of contact for customers by telephone, email and support ticket
• Diagnose and troubleshoot issues across our cloud platform, mobile applications and connected devices
• Help customers and installation engineers configure, commission and test systems
• Track issues to resolution within agreed response times and escalate where necessary with a clear technical handover
• Record all actions and findings accurately within our CRM, ERP and support systems
• Support customer onboarding and technical training
• Create and improve internal knowledge-base articles and customer-facing help content
• Identify recurring issues and feed back to our product and development teams

Technologies:

• Cloud
• CRM
• ERP
• Hardware
• IoT
• Support
• JIRA
• Mobile
• Network
• Odoo
• Security
• Zendesk

More:

We are a growing UK technology company specialising in smart door entry, cloud-based access control and digital communication systems. Our solutions are used by housing providers, local authorities, property managers and security contractors across the UK, enabling organisations to remotely manage building access, resident information and connected devices through a secure cloud platform. Our product range includes IPGUARD 4G/GSM wireless video door entry, EasyConnect cloud-managed access control, IPKEYSAFE remote key management, anti-clone MIFARE access control and IPNOTICEBOARD digital screens. We offer a full-time, permanent office-based role in Hemel Hempstead, Monday to Friday, 8:00am to 5:00pm, with a salary of £30,000 to £35,000 depending on experience. We also provide 25 days annual leave plus bank holidays, a workplace pension, private health insurance, regular product and technical training, personal development opportunities, and modern equipment in a bright, well-equipped serviced office. We are a small, capable team where your ideas and feedback make a genuine difference.

last updated 32 week of 2026