Hotline Technical Support Engineer

Salary: £29,000 - 69,000 per year

Requirements:

• IT network design skills, knowledge, and experience
• IT troubleshooting skills, knowledge, and experience
• IP CCTV system design skills, knowledge, and experience desirable
• IP CCTV troubleshooting skills, knowledge, and experience desirable
• Analogue CCTV system design skills, knowledge, and experience desirable for existing systems and migration
• Analogue CCTV system troubleshooting skills, knowledge, and experience desirable for existing systems and migration
• Door entry system design skills, knowledge, and experience
• Door entry system troubleshooting skills, knowledge, and experience
• Good team player, able to work with other team members to achieve team targets
• Attention to detail
• Good communication and interpersonal skills to understand customer needs and meet expectations
• Good problem-solving skills and resilience
• Positive attitude toward work
• High integrity

Responsibilities:

• Provide support via phone and email to distribution partners and installers in the UK and Ireland on Hikvision products efficiently and accurately
• Research and explain possible solutions and alternatives, ensuring customers feel supported and valued while adhering to company policies and procedures
• Help test products and report results to the line manager
• Maintain and develop our CRM system, ensuring all customer and support ticket data is accurate and up to date
• Attend regular training and meetings to maintain and expand knowledge and performance levels
• Work to meet or exceed Hotline Team targets while providing excellent and consistent customer service

Technologies:

• CRM
• Support
• Network

More:

We are Hikvision UK Limited, and our Hotline Technical Support Engineers play a pivotal role in supporting distributors, integrators, and installers so that difficulties with our products and solutions are resolved in a timely and appropriate manner. By providing this support, we help ensure strong business performance, a healthy reputation, and sustained growth across the UK and Ireland.

last updated 33 week of 2026