Technical Support Representative

Technical Support Representative - Digital Products & Networking

At Vicon we are building the security and monitoring solutions of the future through inventive product design and innovative engineering. With a long and rich history serving key security and monitoring needs of some of the most important institutions in EMEA, our exactness and ability to execute are pivotal to our core organisational mission. Vicon's development efforts focus on today’s leading-edge security technologies including digital recording, data storage, IP video solutions, analytics. cameras, monitors, mounting accessories, remote positioning devices and fiber optic equipment. The company's products are used in a variety of surveillance, security, safety, and control applications including correctional facilities, schools, traffic control, hospitals, retailing, multiple commercial and industrial installations, etc. For more information regarding Vicon, visit us at:

We are looking for a talented and technically skilled “people person” who enjoys working with clients and is proud of his/her ability to provide superior customer service. Your base of operations will be at our UK office located in Hedge End, Southampton.

JOB SUMMARY:

Some of your duties will include:

• Provide both pre and post-sale Tier1-2 level support to include the installation, troubleshooting, servicing, and project management of Vicon video management systems on-site, via telephone and/or remote connection.
• Providing telephone, email and on-site factory technical support and representation.
• Conducting training sessions and workshops and assisting with product seminar and trade show set-up, teardown, and representation.
• Performing site surveys and determining conceptual requirements of system designs and implementing with the support of Project Engineering, Technical Support and Inside Sales groups.
• Responsible for the implementation of Beta programs including the installation, weekly evaluations, and preparation of technical status reports. Creation of Technical FAQ’s and Knowledge Bases.
• Test and replicate hardware and software networking and application issues.

JOB REQUIREMENTS:

General skills-

• Interest in both PC (hardware/software) and Network Technology
• Excellent written and verbal communications skills, as well as presentation skills
• Enjoys working with people over the phone and provides thorough follow-up to ensure problem resolution and customer satisfaction.
• Great problem-solving abilities
• Outstanding organisational skills
• Superior customer service orientation
• Strong attention to detail
• Ability to work independently with minimal supervision
• Ability to travel up to 15% of the time