Technical Support Engineer

AddSecure

Technical Support Engineer providing T1/T2 troubleshooting for secure IoT solutions. Collaborating with internal teams and customers for product testing and quality improvements.

Posted 5/4/2026full-timeReading • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

IoT

About the role

Key responsibilities & impact

Handle T1/T2 technical cases via phone and email
Troubleshoot, resolve, and document cases; escalate to T3 when needed
Supporting installation companies with commissioning of new equipment
Support ARCs with equipment and subscription administration (alarm grading changes, transfers, reactivations, cessations)
Onboard new ARC customers
Monitor equipment orders via AddSecure’s e-commerce portal and help resolve delivery/billing issues
Order and manage new broadband connections via AddSecure’s in-house ISP
Coordinate with BT/Openreach to support installations (fibre/copper hardware)
Manage broadband faults and escalate with BT/Openreach as required
Define test cases/specifications with the team
Document outcomes and report defects
Track bugs and follow up on fixes

Requirements

What you’ll need

Strong service mindset and customer focus
Ability to work independently and as part of a team
Clear, concise spoken and written English
Calm, friendly, and professional telephone manner
High computer literacy and comfort working in ticket-based environments
Ability to investigate technical issues and explain them to different audiences
Understanding of how systems connect and interact
Basic awareness of handling confidential information securely
Basic understanding of LAN, WAN, and cellular networks
Working knowledge of Microsoft Office
Undergraduate degree in a technical/science/engineering field
4+ years installing and maintaining safety-critical electronic equipment and/or commercial IoT devices, or 4+ years in a technical support desk role handling T1/T2 queries for commercial/business IT systems
Desirable: Experience in B2B technical support
Experience with EN 50131 / EN 50136 compliant alarm equipment
Experience working for an ISP (B2B or B2C)
Familiarity with Salesforce
Intermediate Excel skills
Basic understanding of electronics and electrical safety
Clean driving licence
Willingness to work on an out-of-hours rota

Benefits

Comp & perks

Insurance package
Pension
25 days annual leave
Parking
Health care benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootinginstallationcommissioningbug trackingtest case definitionLANWANcellular networkselectronic equipment maintenance

Soft Skills

customer focusindependent workteam collaborationclear communicationprofessional telephone mannerinvestigative skillsconfidential information handlingcalm demeanorfriendly attitudewillingness to work out-of-hours

Certifications

undergraduate degree in technical fieldclean driving licence