Remote Support Engineer Location: Rosyth Salary : £25,000- £32,000 Job Type: Full time Contract Type: Permanent The HR Booth are delighted to be recruiting a Remote Support Engineer, on behalf of The UKSI Ltd. Who are The UKSI Ltd? The UKSI Ltd provides fire and security systems for multi-site and national operators, across the UK. UKSI offers a single point of contact at their National Control Centre. A dedicated team instructs their regional delivery teams to provide a first-class service, installing, commissioning and maintaining fire and security systems. What will you be doing? This role is crucial for supporting the function of the Engineering team. The Remote Engineer does not need to have extensive Fire & Security Engineering experience (although this would be an advantage) but needs to be IT literate and able to triage calls. They will be the first point of contact for our customers from all over the UK and will be responsible for solving issues remotely on CCTV, Intruder, Access Control & Fire alarms where possible or escalating if required to a Delivery Centre (DC) for an Engineer to attend the customer site. The role will also involve carrying out remote routine maintenances. The role requires an individual who works well in a high volume and fast paced environment. Role Reports To : Director Key responsibilities: First point of contact for customers and Delivery Centre’s either via email, telephone, or Video software such as Teams etc. Evaluate the issue calmly with fault diagnosis of situation. Triage the situation and resolve issue remotely where possible. Take incoming service requests from our customers while providing excellent customer service. Completion of the relevant e-documentation or paperwork in line with British Standard requirements Responsible for supporting the service and maintenance team with remote maintenances of our customers CCTV, Intruder and Access Control systems. Perform regular daily system checks on remotely monitored sites via online tools to observe and action any potential problems (i.e. path or signal failures). Management reporting- provide Director with reports/updates as required. Collaborate with other departments to gather necessary information for reporting/escalating purposes. Maintaining Cloud Based software. Understanding the customers’ needs and fulfilling all jobs required. Manage customer expectations. Use technical ability to resolve faults with the client. Explain faults and diagnostics to the client in a way they can understand and inform them what The UKSI Ltd can do to resolve the fault. Qualifications/Skills Required: Ideal person is a problem solver, reliable and trustworthy. Fire and Security Engineering experience is advantageous but not essential. Essential to be able to work in a demanding, fast-paced environment and prioritise your own workload to meet tight deadlines. Ability to manage multiple tasks efficiently while adhering to deadlines. High IT proficiency and ability to work across multiple systems effectively. Well organised, computer literate, pro-active with a can-do attitude, pleasant and approachable. Excellent first-time resolution & risk management skills. Confident communicator. Able to work well and diligently alone or as part of as team as and when required. A good understanding of the Standards which relate to our Industry and the systems we install. High level of attention to detail. We have fast-paced SLAs (Service Level Agreements) which mean we need to work fast without compromising the accuracy or level of customer service provided. Passion for technology and working with various Cloud based systems. What we offer? Benefits: Company pension. On site free parking. 30 days annual leave (including 8 Bank Holidays) which accrue with length of service. Sick pay. Competitive salary. Please Note: This appointment is subject to satisfactory security screening in line with BS 7858:2004 relating to the past 5 years, and that the successful applicant completes a successful probationary period of three months. REF-218643