Key Responsibilities

• Install, maintain, and service a range of electronic security systems including CCTV, access control, barriers, electric fences, PAVA, BMS, IP PBX, parking systems, speedstiles, tripods, intercoms, electric gates, and fire alarms.
• Provide timely and effective technical support to clients, ensuring all preventive maintenance activities are completed as scheduled.
• Monitor and evaluate the performance of the wider support team to ensure adherence to company standards.
• Maintain accurate documentation of all support calls, service activities, and preventive maintenance tasks.
• Attend and resolve client support requests within agreed timelines.
• Escalate complex technical issues to the appropriate leads when necessary.
• Handle client complaints professionally and ensure proper follow-up and resolution.
• Complete job cards for each assignment, detailing tasks completed and observations.
• Identify and recommend opportunities for process and service improvement.
• Participate in meetings, trainings, and continuous improvement initiatives.
• Collaborate with internal stakeholders to gather client feedback, identify recurring issues, and recommend solutions.
• Stay informed on industry trends, emerging technologies, and best practices in customer and technical support.

Relief Responsibilities (Acting as Support Coordinator Lead):

• Supervise the technical support team and allocate tasks in coordination with the Technical Support Lead.
• Manage client communications and correspondence.
• Coordinate with the pre-sales team to prepare and send quotations and follow up with clients.
• Monitor ongoing projects and generate progress reports.
• Lead team meetings and briefings as required.

Qualifications & Experience

• Bachelors degree in a relevant field or equivalent technical experience.
• Minimum of 2 years experience in a technical support or customer service role, preferably within the security solutions industry.
• Strong working knowledge of multiple electronic security systems and technologies, with a willingness to continuously learn.
• Familiarity with general maintenance processes, tools, and methods.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, colleagues, and management.
• Proficiency in help desk systems, CRM platforms, and ticketing tools.
• Strong analytical and problem-solving skills, with the ability to remain calm under pressure.
• Highly organized, with strong multitasking and prioritization abilities.
• Customer-focused mindset with a commitment to delivering exceptional service.