What you'll be doing:

• Act as the primary point of contact for security system issues via phone, email, and ticketing platforms
• Use your engineering background to triage and diagnose faults across access control, CCTV, and integrated systems
• Perform remote troubleshooting and fault resolution, avoiding unnecessary engineer dispatch wherever possible
• Identify whether issues are system, configuration, hardware, or network related
• Make informed decisions on when to escalate or dispatch field engineers, ensuring they attend site fully prepared
• Take full ownership of incidents from initial report through to resolution and closure
• Prioritise issues based on business impact and SLA commitments
• Communicate clearly with stakeholders, providing updates and technical explanations
• Monitor system alerts and proactively identify potential issues before they escalate
• Contribu...