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Remote Service Desk Engineer – Leeds

Two new opportunities have opened up at Secom's National Service Bureau for Remote Service Desk Engineers.

We are currently looking for x2 Remote Support Desk Engineers for our busy National Service Bureau. The ideal candidate will have extensive knowledge of intruder alarms and ideally will be proficient with upload download software across a wide range of panels.

PLEASE NOTE THIS ROLE IS BASED IN LEEDS (NOT REMOTE)

Benefits

  • Competitive salary
  • Pension scheme
  • Aviva health scheme
  • Life cover
  • Employee discount on security for your home
  • Employee Discount Scheme, which is applicable to over 900 of the UK’s top retailers, including travel, groceries, gym memberships, utilities and more.
  • Van
  • Company property e.g., laptop, phone & plant (Drills etc.)
  • Fuel card

Responsibilities:

  • Ensure service delivery is met to clients in line with their SLA where applicable
  • Meet predefined target times, call quality, SLA’s and KPI’s.
  • Ensure compliance is achieved to NSI guidelines
  • Maximising productivity via using our company operating system.
  • Provide technical knowledge and support to both customers and field engineer resource.
  • Build and distribute SECOM wireless solution
  • Ensure integrity of the RSD databases/equipment is maintained
  • Flexibility ensuring RSD always has sufficient staffing and cover where required.
  • Client portal management

Skills and Experience

  • Previous experience in technical support is desired but not essential as full training will be provided.
  • Computer literate including Microsoft office proficient
  • Experience within a busy Service environment to meet SLA’s and KPI’s
  • Understanding of service delivery
  • Ability to work as part of a team and be respectful to colleagues
  • Ability and confidence to make key decisions with the information provided on our company business system
  • Customer orientated with an empathic approach to service delivery
  • Departmental knowledge to facilitate best working practices
  • Electronic security knowledge desired but not essential
  • Confident telephone manner
  • Excellent verbal and written skills
  • Ability to maintain concentration and work ethic during out of hours working.

These roles are both shifts based, currently working 12-hrs four on four off. 06:00-18:00 on days / 18:00-06:00 on nights.