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Technical Support Engineer

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AddSecure

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Location:
United Kingdom , Swallowfield, Reading

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Technical Support Engineer at AddSecure, you’ll be a trusted technical partner for our customers and a key link to our internal teams—solving issues hands-on while also contributing to testing and quality improvements across our web platforms.

Job Responsibility:

  • Technical support (T1/T2): Handle T1/T2 technical cases via phone and email
  • Troubleshoot, resolve, and document cases
  • escalate to T3 when needed
  • Support installation companies with commissioning of new equipment
  • Customer setup & service administration: 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
  • Connectivity support: 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
  • Quality assurance & testing: Define test cases/specifications with the team
  • Document outcomes and report defects
  • Track bugs and follow up on fixes

Requirements:

  • 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
  • Or one of the following: 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

Nice to have:

  • 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
What we offer:
  • Insurance package
  • Pension
  • 25 days annual leave
  • Parking
  • Health care benefits

Additional Information:

Job Posted:
January 20, 2026

Work Type:
Hybrid work
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