Lead Technical Support Engineer – Midshift

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver high-level remote technical assistance for enterprise security solutions, encompassing access control, CCTV, VMS, and intercom systems.

• Identify and resolve intricate issues related to networking, databases, Windows Server, and IT infrastructure.

• Assist UK clients and field engineers with the commissioning, configuration, integration, and troubleshooting of systems.

• Oversee support tickets, escalations, root cause analysis, and technical documentation in accordance with service standards.

• Diagnose network and system problems utilizing tools such as Wireshark, SQL Server, RDP, and remote access platforms.

• Implement cybersecurity best practices, including multi-factor authentication (MFA), patch management, secure configurations, and access control.

• Participate in process enhancements, knowledge sharing, and the formulation of remote support procedures and documentation.

⛳️ Requirements

• A Bachelor’s degree in IT, Computer Science, Engineering, Cyber Security, or a related technical discipline is preferred.

• At least 3+ years of experience in technical support, service desk, ICT, or roles supporting enterprise security systems.

• Comprehensive knowledge of access control, CCTV, VMS, intercom, IP-based security systems, and enterprise platforms such as Gallagher, Genetec, Lenel/S2, and Milestone.

• Strong grasp of networking, Windows Server, Active Directory, SQL Server, remote access tools, and IT infrastructure support.

• Awareness of cybersecurity best practices, ITIL principles, ticketing systems, and remote support settings.

• Proficiency in scripting or automation tools like PowerShell or Python, along with relevant technical certifications, is a plus.

• Exceptional communication, troubleshooting, documentation, and problem-solving abilities, with the capacity to thrive in a UK-led remote support environment.

🏝️ Benefits

• Work from home

• Monday to Friday 9AM to 6PM GMT / BST (adjustments will be made for daylight saving time)

• HMO with 2 free dependents and medical reimbursements

• Government-mandated benefits

• Opportunities to collaborate with leading companies in Australia and beyond

• Training programs for career development

• Engaging company outings, team activities, and wellness sessions

• Supportive, inclusive culture

• Dedicated managers focused on your growth and success