Remote Support Desk Engineer

We are on the lookout for a Remote Support Desk Engineer to join our dynamic National Service Bureau based in our Leeds Office. In this role, you'll be directly reporting to the Remote Support Desk Supervisor and will be responsible for delivering first-line technical assistance to our valued customers as well as our field service engineers across the country. The position is working a 4x4 shift rotation covering both nights 6pm-6am and day 6am-6pm. However, flexibility will be required based on business needs.,

• To deliver improvements in the productivity and performance of RSD.


• To improve the quality-of-service delivery to Secom customers, ensuring first time fix rates are improved and ensuring PPMs and critical works are carried out within the required timescales.


• Improve call completions on both PPM & Reactive to reduce engineers call outs in and out of hours.


• To implement and embed best practices by fully utilising Secom's Operating platform, Implement, adopt new processes, and embed changes as necessary.


• To deliver the necessary changes to processes, systems and management are made to ensure RSD increases completions effectively and in a way that minimises the cost to the organisation.


• Ensure all in and out of hours processes are followed (where applicable)


• Manage client SLA/ KPI via client portals and Aeromark ensuring portal administration.
  
  Existing knowledge of security equipment systems, covering a wide range of intruder alarm systems and their upload / download software, is preferred but not essential as training will be provided.


• Excellent communication and interpersonal skills for delivering exceptional customer service remotely.


• Analytical thinking and problem-solving abilities to diagnose and resolve technical issues.


• Efficient time management and organisational skills to handle multiple support tickets.


• Collaboration and teamwork skills to work effectively with remote teams.


• Adaptability and willingness to learn new technologies and software applications.


• Understanding of security principles and data protection regulations.


• Ability to escalate and communicate issues requiring higher-level support or technical teams.


• Ability to work in a fast-paced environment and meet deadlines.
  
  Competitive salary (DOE)


• Pension scheme


• Aviva health scheme which includes access to Digital GP


• Discounts on health assessments via Nuffield Health


• 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


• Cycle to work scheme which can save up to 43% on the cost of a bike


• BUPA Dental Care