Support Technician

Support TechnicianManchester£35,000 - £45,000 base salary20 days holiday plus banks, pension, progression Type: Full-Time

About Us: We are a global leader in monitoring and dispatch software, powering Alarm Receiving Centres (ARCs), patrol companies, and integration partners in over 20 countries. Our platform supports mission-critical operations with a focus on reliability, integration flexibility, and customer-driven innovation.

The Role: We're looking for a technically minded, customer-focused Support Technician to join our Manchester team. You'll be on the front line helping customers get the most from our software-troubleshooting technical issues, assisting with system configuration, and providing expert guidance to monitoring centres and system integrators.

This role is perfect for someone eager to build expertise in alarm monitoring software, with strong problem-solving skills and excellent communication abilities.

What You'll Do:

• Respond to support requests via ticketing system, email, or phone.
• Troubleshoot system configuration, user access, alarm inputs, communicator behaviour, and integrations.
• Assist with software upgrades, patch deployments, and feature rollouts.
• Maintain accurate records of support requests and resolutions.
• Escalate complex issues to Level 2 support or engineering teams.
• Provide basic training and walkthroughs to users.
• Contribute to knowledge base articles and internal documentation.

What We're Looking For:

• 1-3 years' experience in technical support, helpdesk, or IT services (software-focused preferred).
• Strong problem-solving skills and ownership of customer issues.
• Basic understanding of Windows Server, networking principles, and databases (e.g., SQL Server).
• Clear, professional communication skills.
• Ability to manage multiple tasks and prioritise effectively.

Nice to Have:

• Experience with remote support tools and ticketing systems (Zendesk, Freshdesk).
• Background in security or monitoring software.
• Familiarity with alarm protocols (CID, SIA), IP communicators, or video integrations.
• SQL and scripting knowledge (Bash, PowerShell, NodeJS, Python).

Why Join Us?

• Be part of a global leader in mission-critical software.
• Grow your technical expertise and career in a supportive environment.
• Work in a collaborative team passionate about innovation and customer success.

Apply Today to join our team and help shape the future of alarm monitoring software!

SER-IN