System Support Specialist

Alpes Recherches et Developpements; Poole; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology firm in Poole is seeking a System Support Specialist to manage technical support requests. Responsibilities include troubleshooting hardware and software issues, providing customer service, and documenting technical cases. The ideal candidate will have at least 2 years of relevant experience, strong communication skills, and the ability to work in a fast-paced environment. This role offers a competitive salary and opportunities for career growth within the organization.

Benefits

Company Events

Company Health Plan

Company Laptop

Company Pension Scheme

Extensive product training

Qualifications

• Minimum of 2 years of experience in technical support or a related role.
• Proficiency in troubleshooting and resolving hardware, software, and networking components.
• Strong verbal and written communication skills.

Responsibilities

• Manage customer technical support calls and resolve issues.
• Document cases including problems and corrective actions.
• Professionally communicate with all parties involved.

Skills

Troubleshooting hardware issues

Customer service

Technical documentation

Communication skills

Analytical skills

Education

Associate’s degree in IT or related field

Tools

Ticketing systems

SQL Server

Windows operating systems

Job description

Join TDSi and Hirsch UK - Part of the Vitaprotech/Hirsch Group

With offices in Poole, Dorset and Coventry, TDSi and Hirsch UK have a strong heritage in delivering innovative and reliable security solutions both in the UK and around the world. We design and develop integrated security systems that protect people, property, and assets from edge to core, combining access control, perimeter security, perimeter intrusion detection, and video technologies.

As part of the Vitaprotech/Hirsch Group, an international leader in intrusion and perimeter detection, access control, and video & unified security platforms, we’re helping to build a safer and more secure world. Since 2012, Vitaprotech/Hirsch has supported its companies through innovation and sustainable growth. Backed by Seven2 and BPI, the Group continues its ambitious international expansion and now employs more than 700 people worldwide.

We are looking for a System Support Specialist to support our growth.

Purpose of Position

The System Support Specialist manages hot issues and acts as the point-of contact for routine to advanced technical support of The Company’s product technologies.

Key Responsibilities

• To receive inbound customer technical support calls, to update ticketing systems, manage and resolve the customers issues.
• To diagnose, troubleshoot and resolve hardware, software, or other network and system related issues.
• To elevate issues to Support Level II as needed.
• To document cases including problem, corrective actions and solutions.
• To act as a Trusted Advisor to customers.
• To professionally communicate at any time to all parties involved.

Qualifications

• Associate’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Minimum of 2 years of experience in technical support, systems support, or a related role, preferably within a hardware and software integrated environment.
• Proficiency in troubleshooting and resolving issues with hardware, software, and networking components, including routers, switches, cabling, servers, and wireless devices.
• Basic knowledge of Access Control Systems, low voltage wiring, physical installations, and input/output systems.
• Knowledge of Power Shell, SQL Server including TSQL is preferable.
• Experience with ticketing systems and case documentation for tracking technical support issues.
• Familiarity with Windows operating systems and basic administration tasks.
• Demonstrated ability to act as a trusted advisor to customers, setting and meeting customer expectations.
• Proven analytical skills with the ability to diagnose and troubleshoot complex technical issues effectively.
• Ability to assess situations, develop action plans, and elevate issues when needed to resolve customer concerns.
• Ability to pass BPSS check required but SC would be preferable.
• Comfortable with on-call availability as needed for urgent support requests.
• Valid driver’s license for any travel required to customer sites.
• Strong verbal and written communication skills, with the ability to clearly and professionally convey information to customers and colleagues.
• Customer-focused with a commitment to delivering high-quality service.
• Strong organizational skills and attention to detail, especially in documenting problem resolutions.
• Ability to manage multiple tasks in a fast-paced environment, including high-priority and time-sensitive customer requests.

of Work

• Based in Poole
• Occasional travel required for site visits and meetings, some potentially overnight.

Hours of Work

40 hours per week (08.30am to 05.00pm from Monday to Friday - 30 min lunch break)

Salary & Benefits

• Salary: Attractive - based on experience
• Company Events
• Company Health Plan
• Company Laptop
• Company Pension Scheme
• Extensive product training during an in-depth integration in Poole
• Career growth within TDSi/Hirsch UK as well as within the VITAPROTECH/Hirsch Group.

We are committed to a sustainable approach to Social and Environmental Responsibility, with the aim of improving the quality of life of our employees and enabling them to play an active role in this change.

TDSi/Hirsch UK and the Vitaprotech/Hirsch Group are open to all talents and all differences.

Interested?

Then send us your detailed application and your salary expectations!

N.B.: TDSi/Hirsch UK does not want to be contacted by Recruitment companies.